lost card

Steps to take when your travel card is lost, damaged or stolen

Rates and Fees verified correct on October 22nd, 2016

Can’t find your travel money card? Broke it perhaps?

Here’s what to do if your card is lost, damaged or stolen.

Maybe you’ve misplaced the card or your PIN, or maybe it was stolen from right under your nose. Perhaps you still have it but it’s simply not working. Don’t panic. Unlike cash, the beauty of losing a travel money card is that it can be replaced.

What do I do if my card is lost, damaged or stolen?

The first thing you should do upon discovering that your card is missing is call your card provider. Reporting the theft or loss immediately will help protect the funds on your card. Most of the card companies provide 24/7 customer service emergency numbers. Some even accept reverse charges, so it can be as simple as dialling the operator to connect your collect call. If you dial the number directly, you may be charged for the call.

Here are the relevant emergency numbers for these travel cards:

ANZ Travel Money cardanz travel card

ANZ provides an additional card with a different PIN. You can still access your money using the backup card if you lose the primary card. To report your card lost or stolen, change your PIN or make other enquiries, dial the operator and request a collect call to +613 9683 777.


Australia Post Load&Go

A replacement card can be issued at a fee of $15 and sent to an address within Australia. The replacement card will be loaded with the card’s available balance at the time of replacement.
To replace your card, call 1300 882 094 in Australia between 8am and 6pm Monday to Friday (excluding national public holidays).


Commonwealth Bank Travel Money card

CommBank issues a supplementary card with your travel money card, which NetBank users can block or unblock online. You can do this by selecting “Lock card” under “Account information”, and you can unlock the card should you find it later. If both cards are lost or stolen, the bank can arrange an emergency cash advance anywhere in the world via the MasterCard network or send replacement cards to you at a fee.
Call the 24/7 Travel Money Card Customer Service Centre at +612 9374 0609. Call charges apply.

Global Travel Card AMEXamex-travel-card

Call the American Express customer service team as soon as you notice your card is missing so that your backup card can be activated and your original card be blocked. If both cards are lost or stolen, AMEX will deliver a replacement card to any location at no cost or arrange emergency access to your funds via Western Union.
To call collect, dial the operator and request a collect call to +1 801 849 2124.

Multi Currency Cash Passport cash passport

The Card Services team can cancel your card immediately to protect your funds, then make appropriate arrangements to minimise the impact on your trip, including sending replacement cards or an emergency cash replacement up to the available balance on your card (subject to availability).
To report your card lost or stolen, call 1800 098 231 in Australia or +44 207 649 9404. Call charges may apply.

NAB Traveller Cardnab-traveller-card

You can use your secondary NAB Traveller Card without having to wait for a replacement card. Call Card Services immediately to block one or both of your cards. Replacement cards can be available within 3-7 business days depending on your location, or an emergency cash transfer can be arranged in the local currency (subject to availability).
To report your card lost or stolen, call 1800 098 231 in Australia or +44 207 649 9404. You may be charged for the call.

Qantas Cash Cardqantas-cash

You can suspend your card online or using the app, and you can reactivate it should you find it later. You will still be able to transfer between currencies on your card, but you won’t be able to make transactions using the card. A replacement card can be sent at a fee or an emergency cash disbursement can be arranged where available.
To report your card lost or stolen, call 1300 825 302 in Australia or +61 1300 825 302 overseas.

Suncorp Cash Passport Travel Cardsuncorp-cash-passport

A complimentary additional card was issued with your first card in case of loss or theft.
To cancel the missing card and activate the backup card, call 13 11 75 in Australia or +61 13 11 75 if you’re overseas.

STA Cashflexsta travel card

A replacement card can be issued at a fee of $5.
To cancel the missing card and report your lost or stolen card, call the 24/7 lost and stolen hotline at +44 207 101 6599.

Travelex Cash Passport travelex cash passport

Call the Card Services team immediately to cancel the missing card and use your backup card to access your funds. If both cards are lost or stolen, they can arrange emergency cash replacement via Western Union or Moneygram (subject to availability in your location).
The toll free number in Australia is 1800 889 040, or call +1 954 838 8294 in all other countries.

Velocity Global Wallet velocity global wallet

You can cancel your lost or stolen card by calling 13 18 75 in Australia or +612 8667 5924 overseas. If you do not have access to a supplementary card, an emergency cash transfer may be available to you for a fee depending on your location. You will need to collect this emergency cash at a nominated Western Union branch.

Westpac Global Currency Cardwestpac global currency card

You have been issued a supplementary card with a different PIN for emergencies. Both cards have access to your card funds and can be used interchangeably.
You should immediately report your lost or stolen card by calling 1300 797 470 within Australia or +612 9374 7102 if you’re overseas. This number is available 24/7 and further assistance can be arranged.

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What else should you consider?

  • Additional card. If your travel card does come with a complimentary card, make sure to keep them in separate places so they are not lost or stolen together.
  • Have more than one travel money option. In the same vein, it may be wiser to keep your options open when it comes to travel money. What works for you may be a clever combination of debit card, credit card, travel money card, traveller’s cheques.

Having your travel money card lost, stolen or damaged is stressful enough without having to scramble to find your bank’s emergency contact details. Before you travel, enter the relevant contact details in your phone and familiarise yourself with the report process. Then, if the unimaginable does happen, you’ll be prepared!

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