Lost or stolen credit card

If your card is lost or stolen, please let us know right away by calling us on 1300 150 300 (+61 2 8232 1684), and we’ll cancel your card to protect your account.

Once cancelled, we will issue your new card into your mobile banking app. Please note that we may require an email request from you to issue your new card.

If you already have your card added to Apple Pay or Google Pay :
  • You can continue to make purchases via Apple Pay or Google Pay without waiting for your physical card to arrive
  • You can spend up to $100 per transaction on the day you report your card lost or stolen
  • On the day after you report your card lost or stolen, your new card will appear in your Macquarie Mobile banking app and online. Select your new card, click More, and Change PIN, to be able to make purchases up to your available credit card limit. Note, please ensure that you don’t activate your new card until it arrives.

If you don’t already have your card added to Apple Pay or Google Pay :
  • You’ll need to wait until the day after you report your card lost or stolen to add your card to Apple Pay or Google Pay. To do this, select your new card once it appears in your Macquarie Mobile banking app or online, select Add to Apple Pay or Add to Google Pay and follow the prompts
  • Once added you’ll be able to use your card to make purchases up to your available credit card limit.

In both scenarios, we’ll send you a replacement card as quickly as possible. In most cases, your new card will arrive in 3–5 business days. Once you’ve reported your card lost or stolen, the physical card will be locked, and you won’t be able to use it for transactions. You’ll need to update your direct debits with your new credit card number. Any additional cardholders on your account can continue using their card.

Misplaced credit card

If you misplace your credit card, you can apply a temporary lock on your card to protect your account. This prevents new payments being made on your card, and in some cases may result in existing direct debits or authorised payments to be declined. You’ll need to review all direct debits and authorised payments connected to the account. You can unlock your card at any time. A temporary lock can be applied to your credit card in one of two ways, outlined below.

To place a temporary lock on your card in the Macquarie Mobile Banking app:
  1. Select the relevant account
  2. Select the I want to button
  3. Select Lock card
  4. Select Lock on the pop-up message.

To place a temporary lock on your card in Macquarie Online Banking:
  1. Select the relevant account
  2. Select Lost or stolen card
  3. Toggle to Lock card.

You can unlock your card by following the steps above and selecting Unlock card.
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Thank you. If you’d like to provide further feedback about your recent experience, please head to our Feedback and Complaints page.

Thank you. If you’d like to provide further feedback about your recent experience, please head to our Feedback and Complaints page.

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Where you feel you may not be able to meet your regular repayments or some other financial obligation, please contact us to see how we can work together towards a solution for you. 

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Everyone at Macquarie is commited to providing our clients with the highest standard of products and services available. If you have feedback we would like you to tell us about it. 

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