Losing your card or having it stolen can really mess with your overseas travel plans. If it happens to you, we can help. Here’s the rundown on what to do and who to call.

Temporarily block your misplaced NAB Visa debit or credit card

If you’ve misplaced your card, you can temporarily block it while you try to find it.

Through the NAB app

  • Open the NAB app1,2
  • Go to ‘My cards’ and select your card.
  • Under the ‘Manage my card' section, tap ‘Temporarily block my card’ and select 'Confirm' on the pop up.
  • Unblock your card once it's found by tapping on ‘Temporarily block my card’.

Through NAB Internet Banking

  • Log in to NAB Internet Banking1,2 and select ‘My Cards’ from the list on the right.
  • Under the ‘Manage my card' section, click 'Temporarily block my card’.
  • Unblock your card any time by selecting ‘Temporarily replace card’ in the ‘Temporarily replace card’ section.

Permanently block and reorder a new Visa debit or credit card

If you think you’ve permanently lost your card or it was stolen, you can easily block it and request a new one using the NAB app or Internet Banking.

Through the NAB app

  • Open the NAB app1,2.
  • Go to ‘My cards’ and select your card.
  • Under ‘Manage my card’ select ‘Block and replace my card’.
  • Your replacement should be delivered within 5-7 days to your domestic address in Australia.

Through Internet Banking

  • Log in and select ‘My cards’.
  • Under the ‘Manage my card’ section, click ‘Block and replace my card’.
  • Your replacement should be delivered within 5-7 days to your domestic address in Australia.

Before permanently blocking your card, you can check your personal contact details are up to date in the NAB app or NAB Internet Banking.

Need to pay urgently?

Find out more ways to pay or access emergency cash and card replacement services.

Ways to pay until your new card arrives

  • Once you’ve permanently blocked your card and ordered a replacement, you can explore alternative Ways to Pay.
  • If you’ve got a compatible Android™ phone, your replacement Visa debit or credit card will be immediately available via NAB Pay3.

Access emergency cash and card replacement services overseas

If your Visa card is lost or stolen and you need access to your own money urgently, Visa’s Global Customer Assistance Services (GCAS) is available 24 hours a day, 7 days a week4. Learn more about emergency cash and card replacement services overseas.

Lost your NAB Traveller Card?

Please call NAB Traveller Card Services to report your lost or stolen card immediately.

If it’s your primary card, you’ll still be able to use your back-up card (and its PIN) in the same way as your primary card. But you’ll still need to tell us that the primary card has been lost or stolen, so that we can block it.

If you happen to lose both cards, we can send you replacement cards (as well as new PINs). This is free of charge and should arrive within 3 to 7 business days - depending on which country you’re travelling in.

Was anything else lost or stolen?

If your card wasn’t the only thing that was lost or stolen, you might need to make a claim on your insurance. We can help you with this:

  • Make a claim on your paid NAB Travel Insurance by contacting Allianz Global Assistance 24/7 claims hotline on 1300 555 013 (within Australia) or +61 7 3305 7499 reverse charge from overseas.
  • Make a claim through your complimentary overseas travel insurance in Australia by calling 1800 187 025 or +61 2 8862 8805 if you’re still overseas.

Contact us for extra help when you’re on holidays

If you need to get a hold of us while you’re away, we’re here for you. Here are the main numbers you’ll need to know if you run into trouble.

Lost or stolen cards

For NAB credit and debit cards, the first thing you need to do is block your card – so no one can use it. If you're unable to do this in the NAB app or NAB Internet Banking, we can help you over the phone 24/7:

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

Not able to access NAB Internet Banking?

If you can’t access your Internet Banking while you’re overseas, call Internet Banking Support (from overseas) +61 3 8641 9886 and our team can help you get back online.

  • Mon-Fri 8am - 9pm (AEST/AEDT)
  • Sat-Sun 9am - 6pm (AEST/AEDT)

Send us a message through social media

You can get in touch with us through our social media channels – Facebook, Twitter and Google+.

Get in touch

There aren’t many things more stressful than losing your card, or having it stolen, while you’re trying to enjoy your overseas trip.

If this happens to you, get in touch with us right away using the methods above or contact us through the relevant numbers.

Important information

1 NAB recommends you consider the Internet Banking terms and conditions document, available here, before making any decisions regarding this product. This product is issued by National Australia Bank Limited. The NAB Mobile Banking app is compatible with AndroidTM OS 4.4 and above, and iOS 9 or later.

2 Using mobile data while roaming overseas can be costly. Contact your network operator for details about global international roaming policies, rates and additional costs.

3 Available for AndroidTM only. Only available for NAB Visa debit cards and NAB credit cards. Android is a trademark of Google LLC. Pending availability of contactless payments overseas.

4 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.

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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