Discovering that your card is missing or stolen is understandably stressful. If you suspect your NAB card has been taken or is simply lost, the most important step is to act immediately to prevent unauthorised transactions on your account.
You have several ways to secure your account, ranging from temporary locks if you think the card might turn up, to permanent blocks and replacements if you know it has been stolen. Taking quick action is the best way to safeguard your funds and stop potential fraud before it starts.
Key Information
| Category | Details |
|---|---|
| Methods | NAB app, NAB Internet Banking, 24/7 Phone Support |
| Processing Time | Card blocking is immediate; replacements typically arrive in 5-7 business days |
| Eligibility | Available to all NAB personal and business cardholders |
| Key Requirements | Digital banking access or access to a telephone for 24/7 assistance |
How to Block and Replace Your Stolen Card
The fastest way to secure your account is through your digital banking platform.
- Log into the NAB app or NAB Internet Banking.
- Navigate to the 'Cards' section from the main menu.
- Select the specific card that is missing or stolen.
- Choose 'Block and replace card' to permanently disable the stolen card and trigger a replacement.
- Confirm your delivery address when prompted to ensure your new card arrives at your current residence.
- If you are unsure if the card is stolen or just misplaced, select the temporary block option instead to pause card activity while you search.
Troubleshooting Common Issues
MFA and Login Issues
- Cause: You cannot log in to your account to block the card because your password or security device is unavailable.
- Simple Fix: Use a secondary device if available, or try the 'Forgot your password' link on the login screen.
- Fallback Action: Do not wait to resolve login issues—call the 24/7 lost and stolen card hotline immediately on 1800 033 103.
App or Browser Errors
- Cause: Technical glitches or poor connectivity preventing the card management screen from loading.
- Simple Fix: Switch from the app to a web browser (or vice versa) to see if the interface loads properly on a different platform.
- Fallback Action: Call the 24/7 support line to have a representative block the card for you.
Account or Access Lockouts
- Cause: Multiple failed login attempts while trying to access the app during a stressful situation.
- Simple Fix: Wait for the temporary lockout timer to expire if one is displayed on your screen.
- Fallback Action: Contact the support team via phone; they can verify your identity and handle the card block without needing you to log into the app.
Pro-Tip: If you use digital wallets (like Apple Pay or Google Pay), you don't necessarily have to stop paying while waiting for your new card. Blocking your physical card in the NAB app doesn't always prevent digital wallet transactions, so ensure you also check your digital wallet settings if you are worried about those specific devices being compromised.
Frequently Asked Questions
What happens if I find my card after I've blocked it?
If you used the 'temporary block' feature, you can simply toggle this off in the app once you locate your card, and it will be ready to use again. However, if you selected 'permanently block and replace', that specific card is cancelled by the banking system for security reasons and cannot be reactivated. Even if you find it, you must destroy the old card by cutting through the chip and magnetic strip and wait for your new one to arrive in the mail.
Am I responsible for transactions made while the card was missing?
Reporting your card as stolen as soon as you notice it missing is the primary step in limiting your liability for unauthorised charges. The bank investigates transactions that you do not recognise, and providing a report of the theft helps support these investigations. The limitation is that you must take reasonable steps to secure your card details and report the loss in a timely manner. If you see unauthorised activity, contact the fraud team through the support line immediately so they can review the transaction history.
