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If you see a transaction on your enhanced IM account that you did not make, or your SmartCard is lost or stolen, you should immediately call Services Australia on the SmartCard eIM hotline on 1800 252 604. 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 from your enhanced IM account. You can block your own SmartCard by going online and following the steps below:

Log in to your enhanced IM account

  • Click on the Settings link
  • Click on the Block Card link
  • Click on Block Card button.

Remember that when you block your SmartCard, you are not blocking your online enhanced IM account.

Once you block your SmartCard, it cannot be unblocked and you will need to request a new SmartCard be sent to you. You will be able to pick up a temporary SmartCard from selected Centrelink Service Centres or some Services Australia agents. To find your closest Services Australia location, please contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

Please refer to the Lost & Stolen FAQ for more information.

If your SmartCard is stolen, you should immediately call Services Australia on the SmartCard eIM hotline on 1800 252 604 or login to your enhanced IM account to turn OFF or block your SmartCard and order a replacement SmartCard.

You can turn OFF your SmartCard by going online and following the steps below:

If you find your SmartCard, you can go online again to turn your SmartCard back ON.

If you cannot find your SmartCard you can block your SmartCard by going online and following the steps below:

Note: Blocking your SmartCard cannot be reversed.

  • Log into your online enhanced IM account
  • Click on the Settings link
  • Click on the Block Card link
  • Click on Block Card button.

Remember that when you block your SmartCard, you are not blocking your online enhanced IM account. If you suspect that an unauthorised person knows your password to your online enhanced IM account, you should immediately change your password or call Services Australia on the SmartCard eIM hotline on 1800 252 604 to report the issue.

Once you block your SmartCard, it cannot be unblocked and you will need to request a new SmartCard be sent to you. You will be able to pick up a temporary SmartCard from selected Centrelink Service Centres or some Services Australia agents. To find your closest Services Australia location, please contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

Indue does not charge fees to SmartCard participants. You will be able to make unlimited purchases on your card and check your enhanced IM account balance or transaction history online for free. Lost or stolen cards will be replaced at no cost.