What do I do if my Visa Debit or Credit Card has been lost or stolen?
Lost or stolen card
Hit the fast track! It doesn’t pay to delay if your Orange Everyday or Orange One card has gone walkabout. Here’s what to do when.
Misplaced cards
If you’ve misplaced your ING card, you can pop it on temporary hold with the ING App or Online Banking while you search without the worry of someone else racking up a huge bill.
To place your ING card on hold:
- Login to your ING App and select the relevant account
- Tap MANAGE > Manage card from the list
- Tap Temporarily hold card
To take your ING card off hold:
- Login to your ING App and select the relevant account
- Tap MANAGE > Manage card from the list
- Tap Temporarily hold card to take ING card off hold
To place your ING card on hold:
- Login to Online Banking using your client number (found on the back of your Orange Everyday card, a recent statement or in the ING App) and access code
- From the navigation menu, select Manage cards > Card settings & activation
- Select the Account and in Task, select Place my card on hold
- Click Hold and then Confirm
To take your ING card off hold:
- Login to Online Banking using your client number (found on the back of your Orange Everyday card, a recent statement or in the ING App) and access code
- From the navigation menu, select Manage cards > Card settings & activation
- Select the Account and in Task, select Take card off hold
- Click Take off hold and note that you’ll need your mobile phone handy for a security check.
Lost or stolen cards
What happens depends on whether you suspect there have been fraudulent transactions committed with your ING card. Either way, it’s best you put your card on hold using the steps above, so it can’t be used.
If you suspect fraud
Call us straight away on 133 464 so we can put a stop on your card and organise a replacement. If overseas, please use our free call numbers from selected countries or call +61 2 9028 4077 (charges apply).
If you don’t suspect fraud
If your ING card is lost or stolen but you don’t suspect fraud you can easily replace it.
Orange Everyday
You can order an Orange Everyday replacement card using the ING App or Online Banking.
- Login to Online Banking using your client number (found on the back of your Orange Everyday card, a recent statement or in the ING App) and access code
- From the navigation menu, select Manage cards > Card settings & activation
- Select the Account and in Task, select Report lost or stolen card
- Confirm if there are any suspicious transactions
- Complete security codes
- Confirm address
- Set new card PIN
- Confirm order
Orange One and Smart Home Loan Visa credit cards (NIVA)
To replace a lost or stolen Orange One or NIVA credit card, call us on 133 464 and we’ll arrange a replacement for you. If overseas, please use our free call numbers from selected countries or call +61 2 9028 4077 (charges apply).
Replacement Orange One credit cards take 5-10 business days to arrive while replacement NIVA credit cards take 7-10 business days.
How do I manage my Scheduled Payment?
It’s not only easy to set up a scheduled payment from your ING account, it’s just as easy to cancel it too.
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