How do I report fraud, or a lost or stolen card?

 

If you've lost your card or it's been stolen

Step 1. Freeze your card

Freeze or cancel your card to prevent any further transactions being made on it.

- Freeze your card

- Permanently cancel your card

Step 2. Try to find it!

Step 3. Unfreeze or cancel

If you find your card, you can unfreeze it. If it doesn't turn up, you'll need to cancel it completely. You can unfreeze or cancel your card in your account in the same place you froze it.

 

If you don't recognise a transaction on your card

Step 1. Freeze your card

Freeze or cancel your card to prevent any further transactions being made on it.

- Freeze your card

- Permanently cancel your card

Step 2. Investigate the transactions

Once your card has been frozen, there are a few things you can do to check if the transactions were fraudulent:

1. Ask your team - check if they were made by someone who may be authorised to use the card

2. Research the business - find out if the business could be trading under a different name. You can check by Googling the name, doing an ABN search (for AUS) or a Companies house search (for UK)

If you find that the transactions were authorised, you can unfreeze your card easily in the same way you froze it. Simply click 'Unfreeze' instead.

Step 3. Raise a transaction dispute

If you can't figure out who made the transactions, the next step is to raise a dispute.

You can do this by filling in the form below, and our Risk team will get back to you within 1 working day.

Raise a transaction dispute

 

How to get in touch with us:

If you need help with anything, please get in touch with our customer support team, select ‘Fraud, Lost or Stolen Card’, and fill in the necessary fields.

A member of our team will get back to you within one hour.

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