Credit card assistance

Reporting lost or stolen cards

If your card has been lost or stolen, you can block your card immediately in NAB Internet Banking or by calling us on 1800 033 103 (within Australia) or +61 3 8641 9121 (from overseas) 24 hours, 7 days a week. Calls from mobile phones are charged at applicable mobile phone rates.

If you have a compatible Android phone, you can set up NAB Pay on your personal NAB Visa credit card as soon as your new card appears in the NAB app. This means you can tap & pay using NAB pay for purchases under $100 straight away (no PIN required). For purchases of $100 or more you'll need to wait for your card PIN to arrive in the mail.

Dispute a credit or debit card transaction

If you don't recognise a transaction on your credit or debit card statement, you can ask us to dispute it. For details on how to idenitfy and dispute a transaction, go to our Transaction Disputes page.

Purchase authorisations

It can take a few days for a credit card purchase to process. Until it has processed, we don't have full details of the transaction. While we're processing a purchase it will appear as a "purchase authorisation" in your NAB Internet Banking or NAB Telephone Banking transaction history.

When the purchase has processed it will appear as normal, with the store or merchant's name and the correct description and amount.

A purchase authorisation shows the amount of money that we're holding for the transaction. It reduces your available funds by that amount, too. We'll hold the funds for up to five business days.

Merchants might take longer than five days to process a transaction.

Damaged card?

You can replace a damaged card:

  • in NAB Internet Banking;
  • by calling us on 13 22 65 from 8am-7pm Mon-Fri, or 9am-6pm on weekends (AEST/AEDT) (premium cardholders, please call 1300 730 213 24 hours, 7 days a week); or
  • by visiting a NAB branch.

Your replacement card should be delivered within 5-7 days.

Destroy damaged cards by cutting them in half. Preferably cut them diagonally through the magnetic strip and chip.

When your credit card expires

Your credit card expires on the last day of the month shown on the front of your card. We'll post you a new card one month before this date.

Your new credit card will have the same PIN as your old card, and an updated expiry date. Your credit card number doesn't change. If your old card was set up on NAB Pay, this will transfer across to your new card. You can continue using NAB Pay on your new card straight away.

If you have direct debits set up from your card, you'll need to let the merchant(s) know your new card's expiry date.

If you haven't received your replacement card, let us know by contacting us:

  • through NAB Internet Banking by opening the Mailbox menu and selecting Create secure message.
  • by calling us on 13 22 65 from 8am-7pm Mon-Fri, or 9am-6pm on weekends (AEST/AEDT). Premium cardholders, please call 1300 730 213 24 hours, 7 days a week.
  • at any NAB branch.

Forgotten your PIN?

If you can't remember your four-digit PIN (personal identification number) or you've been locked out of your account by entering your PIN incorrectly three times, you can get a new one sent to you:

  • by calling us on 13 22 65 from 8am-7pm Mon-Fri, or 9am-6pm on weekends (AEST/AEDT). Premium cardholders, please call 1300 730 213 24 hours, 7 days a week.
  • at any NAB branch.

Credit card consent form

If you have applied for a NAB credit over the phone or at a branch you can finalise your request by submitting your consent online.

We're ready to help you

Talk to an expert
Call 13 22 65

Mon-Fri 8am - 7pm (AEST/ADST)
Sat-Sun 9am - 6pm (AEST/ADST)