Lost or stolen credit cards

What to do if your card is lost or stolen

If your Commonwealth Bank credit card is lost or stolen, don’t panic. Wherever you are in the world, we can help. You can contact us by reverse-charges if you need to 24 hours a day, 7 days a week. We will arrange a replacement card and get this to you as soon as we can.

If your card is lost or stolen within Australia

• Call us straight away on 13 2221, 24 hours a day, 7 days a week.
• Alternatively, you can report the missing card at any Commonwealth Bank branch during business hours.
• If there is an additional cardholder on that account, we will also need to replace their card, so please make sure they destroy their existing card.
• We will send you a replacement card within 7 working days. You will need to activate and create a PIN for this card before you can use it.  To activate your Commonwealth Bank Debit MasterCard or Keycard and create a PIN of your choice log on to NetBank:
  1. Select the Manage accounts tab, then Manage my accounts
  2. Under Card activation & limit changes select your card type:
                            • Activate my Debit MasterCard
                            • Activate my credit card
                            • Activate my Keycard
  3. Enter your card number (if you are activating a credit card that has an additional cardholder, you can also choose to activate the additional card)
  4. Click Activate
  5. Type and confirm your chosen PIN number
  6. If you are registered for NetCode SMS you will need to receive and enter a NetCode and then click Submit. If you are registered for a NetCode Token, simply click Submit
  7. Your card will then be activated and ready to use

Note: If you're not registered for NetCode you'll only be able to activate your card on NetBank. You'll need to call us on 13 2221 or visit a branch to obtain a PIN. Why not save time and register for NetCode SMS? In NetBank select the Services tab and select NetCode security. Follow the simple on screen instructions.

If you are experiencing any difficulties with activating your card in NetBank contact us on 
13 2221.

If your credit card is lost or stolen overseas

If you are travelling overseas and your MasterCard® card or Visa is lost or stolen:

• Report your missing card as soon as you can. There are different phone numbers to call depending on which card you have. See below for the list of numbers.
• Alternatively, you can report a missing card at any financial institution which displays the MasterCard or Visa sign.
• MasterCard or Visa will send you a replacement card, which you can use for up to 12 months while overseas.
• If there is an additional cardholder on that account, we will also need to replace their card, so please make sure they destroy their existing card.
• If you find your card again after reporting it lost or stolen, you should still destroy it along with any additional cards.
• If you’re in a jam, MasterCard and Visa can arrange an emergency cash advance, but you should note that they will charge you interest.
• When you get back to Australia, you will need to notify us that you lost your credit card. We will send a replacement Commonwealth Bank card to your home address.

If you are travelling overseas and your American Express card is lost or stolen:

• Report your missing card by making a reverse-charges call to +61 13 2221 or +61 2 9999 3283.
• You can also report a missing card at any local American Express Travel Services Office, however not all offices can provide an emergency replacement card.

Overseas contact numbers for MasterCard

If you are in the USA, call toll-free 1-800-MasterCard (1-800-627-8372). In any other country, call your local operator and place a reverse-charges call to +1 636 722 7111. Find out more, including a list of toll-free numbers around the world.

Overseas contact numbers for Visa

Call the 24-hour Visa Global Customer Assistance Service in the country you are visiting:

China - Telecom China - Netcom	10800 4400027 10800 7440027
Greece	00800 4412 1092
Hong Kong	800 900 782
Indonesia	001 803 44 1600
Italy	800 781 769
Japan	00531 44 0022
Malaysia	1800 802 997
New Zealand	0508 600300
Singapore	800 4481 250
Thailand	001 800 441 3485
UK	0800 1695189
USA	1 866 765 9644

 

In any other country, call your local operator and make a reverse-charges call to +1-303-967-1090. Find out more, including a list of toll-free telephone numbers around the world.

Added protection with Secure Sentinel

Secure Sentinel offers a range of services designed to help you deal with the loss or theft of personal possessions. Once you sign up and register your details, Secure Sentinel can help minimise the risk of fraudulent use of your credit cards and will provide retrieval assistance for your possessions with just one call. Fees apply.

Find out more about Secure Sentinel or apply online.

• Important information
  The advice on this website has been prepared without considering your objectives, financial situation or needs. Because of that, you should, before acting on the advice, consider its appropriateness to your circumstances. Please view our Financial Services Guide.
  American Express is a registered trademark of American Express. MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. Please view our Credit Card Conditions of Use (PDF 248KB)