Pen or PIN frequently asked questions

What is a PIN?
A Personal Identification Number (PIN) is a number that is allocated to your card by us or one that you have chosen yourself. Your PIN is only known by you and is specific to the card. A PIN is used as verification for transactions such as purchases and ATM cash withdrawals.

Can I choose my own PIN?
Yes. If you already know your PIN, visit any Commonwealth Bank ATM where you can change it to a PIN you prefer. If you don't know your PIN, visit a Commonwealth Bank branch with your credit card and an additional form of identification.

Why do I need a PIN?
A PIN is just an alternative form of verification. If you want to use a PIN rather than a signature when you make a purchase, you will need to ensure you have a PIN.

Can I still sign for my payments?
Yes. It’s entirely up to you whether you sign or use a PIN.

How do I get a PIN?
You can either:

• Visit your nearest Commonwealth Bank branch with your credit card and additional forms of identification. You can choose your own PIN immediately. 
• Call us on 132 221 and request a PIN to be mailed to you. Once you receive your PIN you can change it to a more convenient one at any Commonwealth Bank ATM or your nearest Commonwealth Bank branch.

What do I need for identification?
If you are visiting a Commonwealth Bank branch to change your PIN you will need to bring your credit card along with an additional form of identification. The following documents are suggested:

• Passport or Birth Certificate or Citizenship Certificate
• Driver's licence or permit containing photo or signature
• Acceptable ID card containing photo and/or signature¹
• Utility bill (e.g. telephone, water, electricity, gas)
• Another credit card with signature
• Medicare card  

¹ Includes Social Security, health care or Pension card; tertiary education institution ID card; government authority or public service employee ID card. 

How do I use my PIN?
A PIN is very easy to use. It works the same way to using a PIN on your keycard or debit card. When processing the payment you enter your PIN into the keypad instead of signing.

I have a PIN on my credit card. Do I need to get a new PIN?
No. Just use your existing PIN.

Do I need a different PIN for each account linked to my credit card?
No. Where you have your Commonwealth Bank cheque or savings account linked to your Commonwealth Bank credit card you only need one PIN for that card.

Can I change my credit card PIN to be the same as my keycard or debit card?
Yes you can however we would recommend that you choose a different PIN for security reasons.

What happens if I forget my PIN?
A PIN can be reset by calling 13 2221. Another PIN will be sent to you in the mail that you can easily change at any Commonwealth Bank ATM or your nearest Commonwealth Bank branch.

Alternatively you can also visit your local Commonwealth Bank branch to create a new PIN.

Where can I use my PIN?
Most shops will accept your PIN when you pay for purchases. Check-out staff will ask you if you’d like to sign or use a PIN. Where a PIN can’t be used you will be able to use a signature.

What happens if I enter my PIN incorrectly?
Your transaction will be declined and you can retry entering your PIN. If you enter an incorrect PIN multiple times your card may be locked. Once this happens you won’t be able to use your card for any purchases, even if you then enter the correct PIN.

To unlock your card please call 13 2221 or visit your nearest Commonwealth Bank branch.

If you’re having any troubles remembering your PIN and your transaction is declined, you can use a signature as an alternative. Keep in mind that you can always select a new PIN by visiting your nearest Commonwealth Bank branch.