Your browser does not support JavaScript! Pls enable JavaScript and try again.

How to report a lost or stolen card

What to do if your card has been lost or stolen

If you have a debit card, you will need to call us to lock your card or block it permanently.

If you have a credit card that’s missing or you are concerned about fraudulent activity you can lock the card temporally or block it permanently using the Citi Mobile® App. You can deactivate it via Citi Online or you can call us.

Citi Mobile® App

  • Log in to the Citi Mobile® App.
  • Tap the 'Profile & Settings' icon on the top left of the screen.
  • Go to 'Cards / Accounts' section under ‘Financial Settings’.
  • Tap the ‘Report lost/stolen for credit card’ button.
  • Select the card you want to report missing and follow the prompts to block it.

Citi Online

  • Sign on to your Citi Online account.
  • Click on ‘Services’ from the top navigation.
  • Select ‘My Profile’ from the dropdown menu.
  • Select ‘My Profile’ again from the menu on the left.
  • Select ‘Card Activation’ and follow the prompts to deactivate.

Customer Service Centre

Contact us to report a lost or stolen card immediately on 13 24 84 (or +61 2 8225 0615 if calling from overseas). We will review your recent transactions, block your account to stop any fraudulent activity and arrange for a new card to be sent to you.

Related help guides

Dispute transaction

See how to dispute a fraudulent transaction

Learn more >

Help and support

Explore our online help guides and learn more about our products and services.

Visit help and support >

Useful forms and links

See additional resources for our products and services that will help you set up and use your account.

Explore useful forms and links >

Support services

We are here to help you through difficult financial or personal times.

Explore support services >

icon of a letter

Can't find what you're looking for?  Contact us