Something was bought with my SmartCard and it wasn’t me, what should I do?

If you see a transaction on your SmartCard Account that you did not make, or your SmartCard is lost or stolen, you should immediately call the Customer Service Centre on 1800 828 232 (freecall) or 1800 621 199 outside business hours.  If a transaction was not made by you, it could be fraud and a block will need to be placed on your SmartCard and/or account.  This is to stop further charges being made to your SmartCard Account. 

You can block your own SmartCard by going online and following the steps below:

  • Log in to your SmartCard Account or TCU SmartCard eIM mobile app
  • Click on the Settings link
  • Click on the Block Card link
  • Click on Block Card button.

Once you block your SmartCard, it cannot be unblocked and you will need to request a new SmartCard be sent to you.  Remember that when you block your SmartCard, you are not blocking your online SmartCard Account.

Depending on where you live, you may be able to pick up a temporary SmartCard from your nearest TCU Branch or a Services Australia.  Contact the TCU Customer Service Centre on 1800 828 232 (freecall) to find the nearest TCU branch that has temporary cards available or the SmartCard Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available.