Losing a debit card or discovering it is damaged can disrupt your ability to make daily payments and access cash. If your card has been lost or stolen, it is important to notify the bank promptly to prevent unauthorized transactions. NAB provides self-service options to manage this process, allowing you to secure your account and request a replacement without needing to visit a branch.
The process differs slightly depending on whether your card is damaged and still in your possession, or if it has been lost or stolen. In either case, your new card is typically sent to the address currently on file with the bank, so it is helpful to verify your details before submitting the request.
| Category | Details |
|---|---|
| Methods | NAB app, Internet Banking, or phone support |
| Processing Time | Typically arrives within 5–7 business days |
| Eligibility | Current NAB account holders with an active debit or credit card |
| Key Requirements | Active NAB ID, registered mobile number for security codes |
Order a new NAB Visa Debit card online
An individual can also apply for NAB debit cards online: click the Apply button under the card that interests you and follow the prompts to complete your application. Once approved, your card will be produced and sent to your nominated address.
Replace, renew or reissue an existing card
- In the NAB app: log in → Cards → select your card → Replace your card → confirm delivery address. Use this if your card is lost, stolen, damaged or expired.
- In Internet Banking: log in → Cards → Manage your card → choose the relevant replace option (for example, damaged card) and confirm delivery.
Order by phone or in a branch
You can order a new NAB card at the nearest branch, or just call 13-22-65 (available 24/7). A consultant will verify your identity and submit the replacement or new-card request for you.
Delivery and getting started
- Delivery timeframe: most cards are delivered within 5–7 business days to your nominated address.
- Use before the plastic arrives: after approval you can add the card to your digital wallet and start spending where available.
- Activation and PIN: when the card arrives, activate it and set a PIN in the NAB app or Internet Banking for secure use.
Troubleshooting Common Access Issues
1. MFA / Login Issues
- Cause: You cannot log in to initiate the replacement because the security token SMS is not arriving on your phone.
- Simple Fix: Wait two minutes and request a new code. Ensure your mobile service is active and not in a roaming dead zone.
- Fallback Action: Call the NAB support line to verify your identity and request the card replacement verbally.
2. Browser or App Errors
- Cause: The app freezes or fails to load the 'Cards' management screen due to outdated software or cached data.
- Simple Fix: Update the NAB app via your phone’s app store, or clear your mobile browser's cache if using Internet Banking.
- Fallback Action: Use a different device or browser to log in and attempt the request again.
3. Locked Account / ID / Access Issues
- Cause: Your access is restricted due to suspicious activity, preventing the self-service card replacement feature from functioning.
- Simple Fix: Follow the on-screen prompts to recover your account or verify recent transactions, which may lift the restriction.
- Fallback Action: Visit a local branch with your physical photo ID to have a banker assist you with a secure card replacement.
Pro-Tip: If you are waiting for a physical replacement card but still need to make purchases, add your card to your digital wallet (Apple Pay or Google Pay) before you report it lost. In many cases, if the card was just damaged, you can continue using the digital version while the new plastic card is in transit.
Frequently Asked Questions
Q: Why do I need to block my card if it is just lost, not stolen?
Blocking the card is a security measure designed to protect you from unauthorized charges while the card is missing. What this means is that even if you believe you merely misplaced it at home, the bank system treats a "lost" card as a potential security risk. If you find the card later, it cannot be reactivated once you have reported it as lost or stolen. If you are unsure, you can often place a "temporary block" on the card, which keeps it inactive but allows you to unblock it if you find it.
Q: Can I change the delivery address for my new card?
If your address in the system is outdated, your new card might be sent to a previous residence, creating a security risk. Before you confirm the order, the system will show you the delivery address on file. If this is incorrect, you must update your address settings in your account profile first. Avoid trying to have a card sent to a temporary or different address than the one registered, as the bank’s security protocols typically require the card to be sent to the primary address associated with the account.
