Lost, stolen, or misplaced card

Temporarily lock a lost, stolen or misplaced card in the Bank of Melbourne App to secure your savings. Or, if you can't find it, report it immediately to cancel your card.

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Lock or Cancel Card Lock or Cancel Card

Extra security is just a tap away

As soon as you realise your card is missing, you can put a temporarily lock it by using Card Lock for up to 15 days, giving you the time to look for it or work out what to do next. While your card's locked, no transactions can be made with your physical card or by using any digital wallets. If your card turns up, you can unlock it and use it instantly; otherwise, report it lost or stolen to cancel your card and have a replacement organised.

How it works

Step 1.

Logon to the Bank of Melbourne App and tap Services in the bottom menu

Step 2.

Under My Cards, select Lock card temporarily

Step 3.

Choose a card to lock, then tap the lock icon

Using Bank of Melbourne Internet Banking

Logon to Internet Banking
Go to 'Manage my Accounts'
Select 'Lost or Stolen Cards' under the Card Services menu.
Select the card from the drop-down menu provided.
Select 'Lost' (if you select Stolen, your card will be cancelled and a new card will need to be reissued)
Select 'Temporary Block' (Selecting Permanent Block is the same as cancelling your card and cannot be reversed through Internet Banking)
Provide information on the form such as where and when your card was misplaced.
Click 'Continue'
You will then be advised that the temporary lock was loaded successfully.

Update my details Update my details

Lost, stolen, or misplaced card?

Lock your card instantly

Temporarily lock your card to reduce the risk of unauthorised transactions.

Found your lost card?

Unlock the card in the Bank of Melbourne App by tapping on the lock icon. Your card will automatically unlock in any digital wallet it's currently added to, and you'll be able to use it immediately.

Lost your card for good?

Cancel your card and order a replacement by reporting it lost or stolen in the App. Your card will update in your digital wallet and, in most cases, you can use it without activating your replacement card.

Have everything you need?

You'll need to be registered for Internet Banking before logging onto the Bank of Melbourne App to use this feature.

Can’t remember your logon details? Find your Customer Access Number or reset your security code and password online before you get started.

Reset logon details

Download the Bank of Melbourne App

Mobile Banking FAQs

How do I unlock my card?

Once you unlock your card it will be available and ready to use immediately.

Using Bank of Melbourne App

Logon to Mobile Banking
Go to 'Services'
Go down to 'Your Cards'
Select 'Lock card temporarily'
Press the padlock icon next to the card number you wish to unlock
You should now receive confirmation that your card is unlocked, and your card can now be used.
The card will also be unlocked in any digital wallets it has been added to.

Using Bank of Melbourne Internet Banking

Logon to Internet Banking
Go to 'Manage my Accounts'
Select 'Lost or Stolen Cards' under the Card Services menu.
Select the card from the drop-down menu provided.
Under 'Additional Card Details', select 'Reactivate' (Please be warned - selecting 'Cancel Card' will cancel your card and a replacement card will need to be organised - only select this option if you are unable to find your card)
Click 'Continue'
Click 'Confirm'
You will then be advised that the temporary lock was removed successfully, and the card can now be used.

What happens if I can't find my card?

If you cannot find your card, you can report your locked card as Lost or Stolen by selecting the "Lost or Stolen" option in the Services menu. Your card will then be cancelled, and a replacement card will be sent out to your home address.

Make sure your address information is up to date before you request your card to be cancelled to prevent your replacement card from being sent to the wrong address.

How do I access money if my card is locked?

Can any new or recurring transactions occur on my account while my card is locked?

While your card is locked, no new card transactions can occur on that card. This means that all card payments (both new and recurring) will decline while a Card Lock is in place.

Any payments that are made to your account (such as income deposits or transfers from third party) while your card is locked will be deposited to your account as normal. Regular payments set up to be withdrawn from your account using your BSB and Account number as a Direct Debit will be paid as normal.

For more information about the difference between direct debits and regular payments, please see; Regular payments and scheduling transfers.

What happens if I think that there is fraud on my account?

If you think there is fraud on your account, place a temporary lock on your card to prevent further unrecognised transactions. You can then contact us via the app or on phone to have the transaction investigated further.

Find out how to report fraud and scams on our website.

You can also visit our Security Centre to learn how to look out for scams and fraud and how we protect you when card fraud occurs.

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Additional Features

Mobile Banking

Learn more about how to get the most out of the Bank of Melbourne App.

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Don’t have Bank of Melbourne Internet Banking? Find out how to get started online.

Need help?

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The Detail

Read the Internet and Phone Banking Terms and Conditions (PDF 471KB) at bankofmelbourne.com.au before making a decision and consider whether the product is right for you.

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