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Support / How do I report my card lost, stolen or damaged?

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Keep in mind

    • You and any additional cardholder must tell us straight away if your card is lost or stolen.
    • Cards held by additional cardholders will be locked or cancelled too
    • If you think unauthorised transactions have been made you can raise a dispute.

  • Misplaced

    Add a temporary lock on your card while you look for it.

    While you look for your physical card, you can still use your card from your digital wallet (your phone or wearables)

  • CommBank app

    1. Log on to the CommBank app
    2. Tap Cards, then swipe to find the right card
    3. Tap Lock card temporarily
    4. To lift the lock, follow steps 1, 2 and 3, then tap the padlock to unlock the card

     

  • NetBank

    1. Log on to NetBank then go to Settings
    2. Under Card security & limits select Lost, stolen or damaged cards
    3. Find the right card then click Manage
    4. Select Lock card then click Confirm
    5. To lift the lock follow these same steps

  • Lost or stolen

    Cancel your card and order a replacement.

    You will need to activate your replacement card once you receive it and update any merchants taking regular payments from your card, with your new card details - since the card number will have changed. We may provide card schemes to which we are a member with your new card details. Some merchants, with whom you’ve set up regular payments, may access your new details through services offered by the card schemes. However, we recommend contacting each merchant and checking with them.

  • CommBank app

    1. Log on to the CommBank app
    2. Tap Cards then swipe to find the right card
    3. Tap Report lost, stolen or damaged card 
    4. Choose Lost or stolen, then confirm your address is correct
    5. Tap Yes again to cancel your card and order a replacement

     

  • NetBank

    1. Log on to NetBank then go to Settings
    2. Under Card security & limits select Lost, stolen or damaged cards
    3. Find the right card then click Manage
    4. Select Cancel card then confirm your address is correct
    5. Click Confirm

  • Damaged

    You can continue using your existing card while your replacement is on its way.

    Once your new card arrives, you'll need to activate it before you can start using it.

    Your card number will stay the same, but the expiry date and security code (CVC) will be updated. Some merchants with recurring payments may require you to update these details to avoid any disruptions with your payments.

  • CommBank app

    1. Log on to the CommBank app
    2. Tap Cards then swipe to find the right card
    3. Tap Report lost, stolen or damaged card 
    4. Choose Damaged to order a replacement
    5. Confirm your address is correct

  • NetBank

    1. Log on to NetBank  then go to Settings
    2. Under Card security & limits select Lost, stolen or damaged cards
    3. Find the right card then click Manage
    4. Select Replace damaged card then confirm your address is correct
    5. Click Confirm

Overseas

What to do next

  • If you need immediate access to your funds while waiting for your card to arrive, there are options available to you

    • Use QR Cardless in the CommBank app to securely withdraw cash without your debit card at any compatible CommBank ATM.
    • StepPay is a new way to buy now, pay later. Get a digital card for purchases in your CommBank app immediately. 
      Check if you are eligible. Jump into the ‘For You’ tab in the CommBank app. If approved, you will be issued a digital card within minutes to use in-store and online everywhere Mastercard is accepted.

We're here to help

Things you should know

  • Read the StepPay Terms and Conditions (PDF)

    If you open a StepPay account only to access emergency funds whilst overseas you can cancel your account when you return home.

    Applications are subject to credit approval. Full Conditions of Use will be included at point of application. Bank fees and charges may apply. The advice on this website has been prepared without considering your objectives, financial situation or needs. You should, before acting on the advice, consider its appropriateness to your circumstances.

    Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.

    The CommBank app is free to download however your mobile network provider charges you for accessing data on your phone. You should refer to your mobile phone plan or contact your provider to find out more. Terms and conditions are available on the CommBank app. NetBank access with NetCode SMS required. Find out about the minimum operating requirements on the CommBank app page.