Lost, stolen, damaged or expired card or PIN

If you misplace your card, you can apply a temporary lock on your card to protect your account and to prevent any new payments being made on your card. In some cases this may result in existing direct debits or authorised payments to be declined. If you lock your card, please review all direct debits and authorised payments connected to the account.

You can lock and unlock your card at any time in Macquarie Online Banking or the Macquarie Mobile Banking app.

To place a temporary lock on your card in Macquarie Online Banking:

1. Hover over your account in the account list
2. Select I want to
3. Select Manage card in the menu drop-down
4. Select Lock
5. Toggle to Lock card.

You can unlock your card by following the steps above and selecting Unlock card.

To place a temporary lock on your card in the Macquarie Mobile Banking app:

1. Select your account from the account list
2. Select I want to 
3. Select Manage card in the menu
4. Select Lock
5. Select Lock on the pop-up message.

You can unlock your card by following the steps above and selecting Unlock card.

If your card is lost or stolen, please notify us by ordering a replacement card in Macquarie Online Banking or the Macquarie Mobile Banking app (steps below). We’ll cancel your card right away to protect your account, and we’ll send you a replacement card which you can expect to receive within 5 to 10 business days from the date of your request. 

As soon as you’ve reported your card as lost or stolen, the card will be locked and you won’t be able to use it for transactions until you receive and activate your new card. For damaged cards, you can continue using the card until your new one arrives.
 

Digital wallet updates

If your old card has been added to your digital wallet, you won’t need to do this again. Your new card will automatically be added to Apple or Google Pay, and you can start using it straight away without waiting for your new card to arrive in the mail.

To order a replacement card in Macquarie Online Banking:

1. Select your account from the account list
2. Select I want to
3. Select Manage card
4. Select Replace card
5. Select the reason why you require a replacement card
6. Enter a date if your card is lost or stolen
7. Confirm the address for the replacement card to be sent to
8. Select Request card.

To order a replacement card in the Macquarie Mobile Banking app:

1. Select your account from the account list
2. Select I want to
3. Select Manage card
4. Select Replace card
5. Select the reason why you require a replacement card
6. Enter a date if your card is lost or stolen
7. Confirm the address for the replacement card to be sent to
8. Select Request card.

If you’re unable to order a replacement card through Macquarie Online Banking or the Macquarie Mobile Banking app, please chat with us via live chat so we can order a replacement card for you. We are unable to order a card replacement over the phone.

If you are unable to chat with us and you require a card replacement, we will only accept the card replacement form if you:

• have just spoken to us over the phone disputing an unauthorised transaction on your account, and if you
• do not have access to Macquarie Online Banking or Macquarie Mobile Banking because you are an additional credit card holder, or you have a home loan with one of our partners including Australian Finance Group, Aussie home loans, Click, Connective, LJ Hooker, Mortgage Asset Services, Mortgage Choice or Yellow Brick Road/Vow financial.

If you satisfy the above reasons please follow this process to request a card replacement:

1. Complete the Card Replacement form
2. Compose a new email with subject line 'Card Replacement Form'
3. Attach the form to the email and return it to transact@macquarie.com for Transaction and Offset account requests or macquariecards@macquarie.com for Credit Card requests
4. Please ensure you use your email address and contact information registered to your account or your request will be delayed.

If you’d like to request a debit card to be issued to you in connection with an existing Offset account. You can complete the Card Replacement form and return to Macquarie using the email address and contact information registered to your account.

Alternatively, you can get in touch with a Macquarie consultant using live chat to request a debit card.

If you think your PIN has been stolen or compromised, you should change it as soon as possible. You can change your card PIN in Macquarie Online Banking or in the Macquarie Mobile Banking app.

Here’s what you need to know if your card has expired or will soon expire:

• Your card will continue to work until the end of the expiry month.
• In most instances, we’ll send you a new card 2 to 4 weeks before your existing one is about to expire. Your new card will be sent to the address you have registered with us.
• If you need to receive your new card two months before your card will expire, you can complete the Card Replacement form or get in touch with a Macquarie consultant using live chat to request a new debit or credit card to be issued to you sooner.
• If you haven’t received your new card in the second week of the expiry month, please verify your contact information and request a replacement card online.
• If you're unable to order a replacement card online, simply follow the instructions in Order a card replacement.
• Once you receive and activate your new card, you’ll also need to update any direct debits with your new card details. 
• If your old card had been added to your mobile wallet, you won’t need to do this again when your new card arrives. Your new card will automatically be added to Apple or Google Pay, and you can start using it straight away without waiting for your new card to arrive in the mail.