If your phone is lost, stolen, or compromised, act quickly to help protect your personal information. Follow these steps to help you secure your accounts and minimise potential damage:
What should I do to protect my information?
Assess the situation
- If your phone suddenly loses service, check if it’s a genuine outage. We recommend asking a friend or family member on the same service if they are having problems or check the website of your mobile service provider to see if they are experiencing outages
- If a fraudster gets hold of your mobile phone number and account details, they can call your service provider and transfer your mobile service to a new provider. This is called phone porting. If you suspect your phone has been ported or you are receiving authorisation requests for transactions that were not initiated by you, decline the transactions and call us immediately on 133 174 (+61 2 8245 4470 if calling from overseas).
Secure your accounts
- Lock your cards: Lock all your cards using Macquarie online or mobile banking. Alternatively, if your phone has been compromised and you can’t access your apps, contact us on 133 174 (+61 2 8245 4470 if calling from overseas) to have all your cards locked and prevent unauthorised transactions.
- Change your passwords: Update passwords for all your accounts by following these steps. If you are having trouble doing this, contact us so we can ensure your passwords are changed.
- Deactivate the Macquarie Authenticator App: Follow these steps to have Macquarie authenticator deactivated or if you’re not in possession of your phone, contact us to have Macquarie Authenticator deactivated on the device.
- Reinstall Macquarie Authenticator: Once you have access to a new device, reinstall the Macquarie Authenticator app on this secured device to ensure increased banking security. For more information please read Set up Macquarie Authenticator.
Report the loss or theft
- Contact your mobile provider: Report the loss or theft to your mobile service provider to prevent further unauthorised use and to track the device, if possible.
- File a police report: In cases of theft, filing a police report can help in recovering your device and protecting your identity.
Monitor for unusual activity
- Review Transactions: Keep an eye on your bank accounts for any suspicious activity. If you receive authorisation requests for transactions you did not initiate, decline them immediately and notify Macquarie. The Macquarie Authenticator app sends actionable push notifications to your device, asking you to approve or deny transactions or account changes. It puts you in control so you can review transaction details like account, payee, and payment details upfront, so you can authorise transactions and account changes before they happen and know exactly what you’re approving. For more information, please read Approve or Deny using Macquarie Authenticator.
- Review notifications: Ensure that you review and monitor any unusual notifications and notify us immediately if you suspect further unusual activity.
Protecting your information
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Protecting your phone -
What to do if your phone is lost, stolen, or compromised
Start a live chat
Log in to Macquarie Online Banking or the Macquarie Mobile Banking app and chat with a consultant in real time, Monday to Friday, 9am to 5pm Sydney time (excluding public holidays).
Experiencing financial difficulty?
Please get in touch as soon as possible so we can work together to find the right solution for you.
Resolve a complaint
Everyone at Macquarie is committed 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.