Keeping your contact details current is important for your account security, as Commonwealth Bank uses your mobile number to send NetCode SMS verifications and security alerts. You can update these details through the CommBank app or NetBank, which are the most direct methods for maintaining your personal information.
If you have changed your phone number, updating it should be a priority to ensure you don't lose access to your online banking features. While digital methods work for most customers, there are scenarios—such as if you are locked out of your account—where you may need to speak with a bank representative to confirm your identity.
| Category | Details |
|---|---|
| Methods | CommBank app, NetBank, or branch/phone support. |
| Processing Time | Updates are typically processed within a few minutes. |
| Eligibility | Active personal and business banking account holders. |
| Key Requirements | Current NetBank access or valid photo ID for in-branch/phone assistance. |
Steps to update your mobile number
You can change your registered mobile number using one of the following methods:
- Using the CommBank app: Log in to your app and tap your profile icon or go to "Settings." Select "Contact details" and choose to edit your mobile number. Follow the prompts to verify the change using your current NetCode.
- Using NetBank (Desktop): Sign in to the NetBank website and click on the "Settings" tab. Select "Contact details" from the menu. Update your mobile number and follow the on-screen instructions to confirm the update with a NetCode.
- In-branch or phone support: If you are unable to use digital channels, visit a branch with your photo ID or call the bank's customer service line. A representative will verify your identity before updating the number on your behalf.
Troubleshooting common issues
MFA or login issues
If you cannot log in to update your number because your old phone is no longer active, you cannot receive the required NetCode. In this case, you must contact the bank's customer service line directly. A consultant will verify your identity using other security questions so they can update the number for you.
Browser or app errors
If the "Contact details" page fails to load or displays a system error, try clearing your browser's cache or checking for app updates in the store. If the problem persists, wait a few hours, as this can sometimes be due to scheduled system maintenance. If it continues, call the bank to confirm your profile status.
Locked account or access issues
If your account has been locked due to security protocols or too many failed login attempts, you will not be able to update your details online. This is a deliberate security measure. You will need to visit a branch with your identification or speak with a representative via phone to unlock your profile and update your contact information.
Pro-Tip: Before changing your old number, ensure you have access to both your old and new phone simultaneously if possible. If you are locked out, having your physical debit card and PIN ready when you call support will significantly speed up the identity verification process.
Frequently Asked Questions
Why can't I update my number if I am already locked out of my account?
For your security, Commonwealth Bank requires multi-factor authentication to change sensitive account details like a mobile number. If you are locked out, the system cannot verify it is truly you making the request via digital channels. This safeguard prevents unauthorized people from changing your contact details and intercepting your NetCodes. Your next step is to call the bank's support line, where a consultant can perform a manual identity verification to help you regain access and update your details.
Do I need to update my number for each of my accounts?
No, your mobile number is generally linked to your primary Customer ID rather than individual accounts. Once you update your mobile number in your profile settings, it should reflect across all accounts linked to your main profile. One exception is if you hold separate business and personal banking profiles; these may need to be updated individually. Your next step is to log into NetBank and check your profile summary to ensure the new number is showing correctly across your different account types.
