Wherever you are in the world, if your NAB Visa debit or credit card is lost or stolen, we can help. If you need access to your own money urgently, Visa’s Global Customer Assistance Services (GCAS) are available 24 hours a day, 7 days a week.1

You could get your travels back on track within 24 hours2

  • Step 1 Block your card in the NAB app or NAB Internet Banking immediately. You can also call NAB 24/7.
  • Step 2 Contact Visa to access emergency cash and card replacement services.
  • Step 3 Emergency cash disbursed in most cases within 24-48 hours.2
  • Step 4 Emergency replacement card issued by courier within 48-72 hours2  (pending overseas location).

How do I block my NAB Visa card?

For NAB credit and debit cards, the first thing you need to do is block your card immediately. You can do this in the NAB app or NAB Internet Banking – so no one can use it. If you're unable to do this in the app or via internet banking, you can also do this by calling us 24/7:

  • 1800 033 103 within Australia
  • +61 3 8641 9121 overseas.

NAB is here 24 hours a day, 7 days a week. Click for more detailed information on what to do if you lose your card overseas.

How do I access emergency cash and replacement card services?

1. Simply contact Visa Global Customer Assistance Services (GCAS) using their worldwide network of toll-free telephone numbers. Alternatively you may place a collect call from anywhere in the world to +1 303 967 1090 1,3.

2. You’ll be asked a series of security questions as Visa will need to verify your identity with us. Visa will contact NAB with your request and will usually have a response for you within a few hours. NAB may also call you separately if we need to confirm any additional details with you.

3. Once your details check out and subject to available funds in your account and your account being in good standing, Visa should be able to send the emergency cash and/or card to wherever you are in the world.2

  • Emergency cash can generally be sent to a nominated Western Union agent closest to you within 24-48 hours 2,4

  • A temporary replacement card will be couriered to your nominated overseas address, usually within 48-72 hours2, depending on your overseas location. You can use it to make manual and swiping transactions at overseas merchants or a cash advance at an overseas branch. It can’t be used to withdraw cash from an ATM and has a fixed expiry of 2 months 2,4.Your permanent replacement card will automatically be ordered and delivered to your address on file.

Meet Helen

HERE'S HOW HELEN ACCESSED AN EMERGENCY VISA CARD OVERSEAS

Helen's wallet missed the connection

Oh no!  Helen’s just arrived in Paris after an overnight flight and can’t find her wallet.  All is not lost, however, as through her NAB Visa card she’s able to access 24/7 global support.

Helen blocked her lost card immediately in the NAB app and contacted Visa’s Global Customer Assistance Services (GCAS) to request a temporary replacement card.  Once her details checked out with NAB, the temporary replacement card was couriered to Helen’s overseas address and her trip of a lifetime was back on track. 

Important information

1 Emergency cash and Visa card replacement services are provided by Visa’s Global Customer Assistance Services (GCAS). GCAS representatives can provide multilingual assistance 24 hours a day, 365 days a year.

2 Some restrictions and overseas locations may impact the delivery/disbursement timeframe and should be used as a guide only.

3 Calls to GCAS are toll-free through the local operator. Calls made through mobile phone networks may incur additional charges. Please note that calls made from mobile phones, public telephones or hotel rooms may attract additional charges, not covered by the reverse charge service.

4 Emergency cash on your credit card will be classified as a cash advance and applicable fees/interest applicable to your credit card will apply.

The information contained in this article is intended to be of a general nature only. It has been prepared without taking into account any person’s objectives, financial situation or needs. Before acting on this information, NAB recommends that you consider whether it is appropriate for your circumstances. NAB recommends that you seek independent legal, financial, and taxation advice before acting on any information in this article.

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