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Lost or stolen credit cards, PINs and passwords or unauthorised use of your card

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

You must tell us as soon as you become aware that your card is lost or stolen, you suspect that your PIN or password has become known to someone else, or there may be unauthorised use of your card.

There are different contact details depending on which card you have and if you are in Australia or overseas. See below for full details,

You can also refer to our credit card security FAQ’s page for more information on card fraud here.

Within Australia

  • Call us straight away on 13 2221, 24 hours a day, 7 days a week.
  • Alternatively, you can report a missing card or security issue at any Commonwealth Bank branch during business hours.
  • We will send you a replacement card, if required, within 7 working days. You will need to activate and create a PIN for this card before you can use it.  You  can view instructions here.


From Overseas

If your card is lost or stolen, use the instructions below. If you have an urgent security issue, such as suspected fraud, you can call us by making a reverse-charges call to +61 2 9999 3283, 24 hours a day, 7 days a week.

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

  • Call MasterCard or Visa as soon as you can. There are different phone numbers to call depending where you are located. 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 if required, which you can use for up to 12 months while overseas. You will not be able to use this card for cash advances or withdrawing funds from linked accounts.
  • 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 if you lost and/or cancelled your credit card. We will send a replacement Commonwealth Bank card to your home address.

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

If you are in the USA, call toll free 1 866 765 9644. In any other country, call your local operator and  and place a reverse-charges call to +1-303-967-1090 or 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

Find out more, including a list of toll-free telephone numbers around the world.


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

  • Report your missing card by making a reverse-charges call to +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.

 

Other Important information about card security;

  • 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.
  • You could be liable for losses if you do not protect your PIN and passwords, or notify us immediately of an issue.

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)

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