Card security

Protecting your credit card from theft and fraud is important. Here are some tips to ensure your card is protected while you enjoy the convenience of your NAB credit card.

The basics - how to protect your card

  • Sign your new card as soon as you receive it.
  • Be wary of situations where the security of your card details may be at risk, eg: when a merchant says they must take your card off premises to process a sale.
  • You should also look out for suspicious devices placed on or near ATMs or pinpads or people looking over your shoulder while you are using the ATM.
  • Keep your receipts and check them against your statements.
  • Destroy expired or unwanted cards properly by cutting through the signature panel and magnetic strip.
  • Never give your card to anyone, even family or friends.
  • Never write down your PIN number and, if you change your PIN, avoid choosing obvious numbers like your date of birth or the last four digits of your phone number.
  • Keep us up to date if you change your contact details.
  • Keep your card away from magnetised objects, for example your work security access pass or other credit cards, and try not to scratch or bend your card. If you do find it doesn't work you can order a replacement card by calling 13 22 65, 8am - 8pm EST, Monday to Friday.

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Secure online shopping

If you're worried about card security when you shop online, register for the free card protection service by Verified by Visa or MasterCard SecureCode.

These services bring you another layer of security, similar to a PIN at an ATM, giving you peace of mind when you shop at participating online retailers.

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Simple tips for shopping online

  • Only shop online at secure websites - look for the padlock at the bottom of your screen which helps to protect the information you send via the internet.
  • Look for reputable internet merchants or stores - anyone can set up a website, so if you are unsure of the company or their online security then ask for more information before you use their service.
  • Ensure the computer you use has current anti-virus and firewall protection.
  • Print out copies of online receipts to make it easier to check your statement.
  • For more information on electronic security read our Conditions of use for Electronic Banking (cards based) Product Disclosure Statement (PDF, 104kb).

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Internet Banking and protecting your financial identity

The Internet Banking security system and protection of your financial identity is very important to NAB and our customers. In addition to industry standard security features, customers can choose to further protect themselves by using additional security services such as our SMS security service. This service sends a unique code via SMS to your mobile phone to authorise an online payment, and is available free of charge to all registered NAB Internet Banking customers.

Tips to help protect your financial identity:

  • Don't provide your PIN or Internet Banking password to anyone if asked
  • Delete spam and scam email - if the offer sounds too good to be true - it probably is
  • Keep your anti-virus and firewall software up-to-date
  • Avoid using public computers for Internet Banking, eg: Internet cafes, libraries or hotels

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Report an unauthorised or unknown transaction

If you are unsure about a  purchase transaction on your credit card account, you can download and complete the Credit Card Purchases Disputed Transaction Advice form.

Fax to 1300 788 350, return to your nearest branch , or mail to:

NAB Card Disputes
Chargeback Department
GPO Box 2965
Melbourne VIC 3001

When you submit this form, a Production of Transaction Evidence Fee of $5 per item may apply where it is found that you, or an authorised party, approved the transaction. If you would like more information on the transaction before submitting this form, please call 13 22 65, 8am - 8pm EST, Monday to Friday.

To dispute an ATM or EFTPOS transaction, or any transaction from your Velocity NAB American Express Card, please call 13 22 65, 8am -8pm EST Monday to Friday.

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Lost or stolen cards

Call us free on 1800 033 103, 24 hours a day, 7 days a week. (Calls from mobile phones are charged at applicable mobile phone rates.)

If you are overseas, call us on+ 61 3 8641 9083, 24 hours a day, 7 days a week.

Customer Service 13 22 65, 8am - 8pm EST, Monday to Friday

American Express® is a registered trademark of American Express Company.

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