What should I do if I lose both my mobile phone and YouTrip card?

If you’ve lost your mobile phone and your YouTrip card, act quickly to keep your account secure:

1. Contact our Customer Experience Team immediately

   • Reach us via our hotline at +61 2 4012 2004 or via email customer.au@you.co to suspend your cards and prevent any unauthorised transactions.

2. Remove your cards from mobile wallets

   • If your physical card was linked to Apple Pay (starting 18 November 2025)or Google Pay, remove those wallet tokens through your Apple or Google account to stop unauthorised payments.

3. Report the loss to the police

   • If your card was lost, stolen, or used fraudulently, file a police report. This may be required as part of our internal investigation.

Once verified, we’ll help you replace your card and get your account access restored safely.