Understanding replacement card requests
If your credit card is lost, stolen, or damaged, you can request a replacement through Commonwealth Bank’s digital banking channels. In the interest of security, reporting a card as lost or stolen will result in the immediate cancellation of your existing card number to prevent unauthorized transactions.
While standard card replacements sent to your registered address are generally processed without a fee, a charge may apply if you require an emergency replacement card to be delivered while you are overseas. You can manage the replacement process yourself using the CommBank app or NetBank, which updates the status of your card and ensures a new one is dispatched to your verified residential address.
| Category | Details |
|---|---|
| Management Methods | CommBank app, NetBank, or phone support |
| Processing Time | Standard delivery typically takes 5–7 business days |
| Eligibility | Primary and additional cardholders |
| Key Requirements | Verified residential address for delivery |
Steps to replace your card
To order a replacement card using your digital banking, follow these steps:
- Log in: Access the CommBank app or NetBank.
- Find your card: In the app, tap on "Cards" and swipe to select the relevant credit card. In NetBank, go to "Settings" then "Card security & limits".
- Report the issue: Select the option for "Lost, stolen or damaged card."
- Confirm details: If your card is lost or stolen, the system will cancel the current card and prompt you to confirm your current mailing address for the new one. If your card is damaged, follow the prompts to order a replacement while keeping your existing account settings active.
- Submit request: Review your details and confirm the order. You will receive a notification once the new card has been dispatched.
Troubleshooting common issues
- MFA or Login Issues: If you are unable to access your account to report a lost card, call 13 2221 immediately. This is critical to ensure your account is protected while you resolve your login access.
- App or Browser Errors: If the replacement request page fails to load, try refreshing your browser or force-closing the app. If the error continues, use the alternative platform (switch from app to web) to complete the request.
- Locked Account Access: If your digital access is restricted, it may be due to a security hold on your account. You will need to contact the bank's support team directly to verify your identity and restore access to your account management features.
Pro-Tip: Check your address in the "Profile" or "Settings" section of the CommBank app before confirming your replacement order. Ensuring your mailing address is up-to-date prevents your new card from being sent to an old location, which reduces the risk of it being intercepted or lost in the mail.
Frequently Asked Questions
Q: Is there a fee for getting a new credit card?
Standard replacement cards sent to your registered home address typically do not incur a fee. However, if you are overseas and require an emergency replacement card to be delivered to you, a fee of $20 applies. Always ensure your home address is correct before ordering to avoid delivery complications.
Q: Will my new card have the same number as the old one?
If you report a card as lost or stolen, the bank cancels the old number for your protection, meaning your new card will have a completely different number. You will need to update any recurring subscriptions or digital wallet details once the new card arrives. If you are only replacing a damaged card, the number may remain the same, though you should check the confirmation details provided when you order the replacement.
