Requesting a replacement card
When your debit or credit card is lost, damaged, or stolen, you can request a replacement through the Commonwealth Bank app or NetBank. Ordering a new card online allows you to update your delivery address and manage your account security without needing to visit a branch.
The system will automatically cancel your old card details once the replacement is initiated, which protects your account from potential unauthorized use. You will then receive a new card with a updated number sent to your verified residential address on file.
| Category | Details |
|---|---|
| Management Methods | CommBank app, NetBank, or phone support |
| Processing Time | Standard delivery within 5–7 business days |
| Eligibility | Primary account holders |
| Key Requirements | Verified residential address |
How to Order a New Card with CommBank
Whether you're a new or existing customer, CommBank provides multiple avenues to apply for a new credit card online. Here's how you can proceed:
For New Customers
If you're new to CommBank, you can apply for a credit card online by visiting the bank's official website. Simply select the desired credit card and click on the "Apply" button. The application process is straightforward and can be completed online.
For Existing Customers
If you're already a CommBank customer, you can apply for a new credit card through online banking. Log in to your NetBank account and navigate to the credit card section to explore available options and submit your application.
What You'll Need to Apply
Before applying, ensure you have the following documents ready:
- Personal identification (e.g., passport or driver's license)
- Proof of income (e.g., payslips or bank statements)
- Proof of address (e.g., utility bill or lease agreement)
Meeting these requirements will help expedite the application process.
Troubleshooting common issues
- MFA or Login Issues: If you cannot log in to initiate the request, try resetting your NetBank password online. If access remains blocked, call 13 2221 so an agent can secure your account and assist with the order.
- App or Browser Errors: Pages may freeze if your app version is outdated. Ensure your app is updated via your device's store; if the problem persists, use a web browser to access NetBank instead.
- Locked Account or Access: If the bank has placed a security hold on your account, you will not be able to order a card digitally. You will need to contact support to clear the restriction before the system will allow a new card order.
Pro-Tip: Before confirming your order, update your contact details in the app's settings. If your residential address is incorrect, the card will be returned to the bank, which adds significant delays to the process.
Frequently Asked Questions
Q: How long will it take for my new card to arrive?
New cards typically arrive within 5–7 business days. Factors like public holidays or remote delivery locations can occasionally cause delays. If your card hasn't arrived after 10 business days, contact the bank to confirm if the mail was returned or if a second card needs to be issued.
Q: Can I use my digital card while I wait for the physical one?
Yes, in many cases, you can add your new card details to Apple Pay or Google Pay as soon as the card is ordered, provided you have the digital wallet set up. This enables you to continue making contactless payments while the physical card is in the mail. If you aren't seeing this option, check your "Card settings" to see if a digital version is available to activate.
