Your bank account might be frozen if you've entered your password incorrectly a few times, or if your account has been accessed by hackers or scammers. When fraud or theft is involved, most people first realise there's an issue when they can't log on to their internet banking website or app.
In the modern world of online banking, mobile payments and cryptocurrency, banks need to be more vigilant than ever to protect their customers against fraud. Phishing, email scams, online hacking and identity theft are on the rise – in the December 2023 quarter, Australians reported $82.1 million in losses to Scamwatch in just the previous 3 months – which is why banks have a number of systems in place to monitor customer accounts for suspicious activity.
A flag for banks might be:
- a rarely-used credit card all of a sudden being used to make a purchase.
- your Australian credit or debit card being used, without warning, to make purchases overseas.
- the password being entered incorrectly 3 to 5 times or more, as this could indicate that an unauthorised person is trying to access your bank account.
Finder survey: For what reasons do Australians report having their bank account locked?
| Response | |
|---|---|
| I have not had my account locked | 59.56% |
| Suspicious activity | 19.02% |
| Lost/stolen card | 16.14% |
| Incorrect PIN entries | 15.14% |
| Device changes | 5.58% |
| Phishing attempts | 4.88% |
| Other | 2.19% |
Source: Finder survey by Pure Profile of 1004 Australians, December 2023
How to unlock your bank account from within Australia
- Contact your bank as soon as possible to report the issue and request a reset of your password. You can call them or visit a branch. They will need to verify your identity, so if you visit a branch, bring photo ID.
- If it is out of your bank's normal business hours, contact their emergency assistance or help line. This line is staffed by people who can help you with next steps if your account has been locked because of a security issue or suspected fraud.
- If the bank thinks there is suspicious activity on your account, contact your credit card providers immediately to cancel your cards. If they may have access to your savings account, ask your bank what your options are to protect your savings.
How to unlock your bank account if you're overseas
If you're overseas, follow the same steps as above, but note you can also make a reverse charges call to find out what is going on and regain access to your account. The emergency contact details of some of Australia’s “Big Four” banks are listed below:
Contact numbers for Australian banks
| Bank | Phone number | Working hours |
|---|---|---|
| Commonwealth Bank | +61 2 9999 3283 | 24 hours a day, 7 days a week |
| Westpac | +61 2 9155 7744 | 24 hours a day, 7 days a week |
| ANZ | +61 3 9683 9999 | 24 hours a day, 7 days a week |
| NAB | +61 3 8641 9121 | 24 hours a day, 7 days a week |
How to avoid your bank account being frozen
Because prevention is better than a cure, here's how to avoid having your account locked in the first place. You can also compare a range of travel debit cards in this guide that are convenient options for accessing your money overseas.
- Tell your bank before you go overseas. Through Internet or mobile banking, you can tell your financial institution that you're planning to go overseas and the dates you're away. This lets the bank know that any overseas transactions are likely to be legitimate, but also allows them to keep an eye on other suspicious activity that may come as a result of using your card abroad.
- Be aware of scams. Watch out for any scams that may end up in fraudulent activity on your account. While banks have processes in place to spot any suspicious activity, it is always important to be vigilant and cautious. Don't click on unknown links, don't share your card details with unknown callers and don't download suspicious attachments.
- Protect your PIN. Never share your PIN with anyone and be careful when you're typing in your PIN at an ATM machine. Card skimming is another way fraudsters can access your account and if your bank catches on, it may freeze your account.
- Set up 2-factor authentication. Whereever possible, adding 2-factor authentication or any additional security measures offered by your bank so you have the peace of mind of an extra level of security.
Using your bank account overseas
One cause for accounts being frozen is when consumers use their cards overseas without telling their financial institution they are travelling. You can contact your bank immediately so it can resolve the issue and unfreeze your account, but it's worth letting them know you're travelling overseas before you go to avoid any issues.
Overseas money tips
Consider a travel money card. Loading up a travel money card with foreign currency before you go allows you to take advantage of the best exchange rate and avoid unnecessary fees. It also means if something does happen to your bank account, you can still access these funds.
Get travel insurance. Comprehensive travel insurance can provide protection against lost or stolen credit cards and the theft of cash, including cover for credit card fraud.
Use cash and cards. Make sure to take a combination of cash and cards with you so you can pay for all your purchases.
Lock it or block it. If you're worried about falling victim to thieves or fraudsters while overseas, you can contact your bank before you go to lock or block your credit card, or perhaps lower your transaction limit.
Compare travel debit cards
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To make sure you get accurate and helpful information, this guide has been edited by Joelle Grubb as part of our fact-checking process.
As an authority on all things personal finance, Sarah Megginson is passionate about helping you save money and make money. She is an editor and money expert with 20 years’ experience and an extensive background in property and finance journalism. Sarah holds ASIC RG146-compliant Tier 1 Generic Knowledge certification, and she's a regular media commentator, appearing weekly on TV (Sunrise, Channel 7 news, Nine news), radio (KIIS FM, Triple M, 3AW, 2GB, 6PR) and in digital and print media. See full bio
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