My credit card or Visa Debit card has been stolen, damaged, or I've lost it, what should I do?

Last Updated: 12 Jun 2024

Lock and replace using the ASB Mobile Banking app.

You can lock your card using ASB Card Control in the ASB Mobile app. To do this:

  1. Tap 'More' at the bottom right of the accounts screen.
  2. Then tap 'Cards & devices'. and choose your card.
  3. Scroll down and tap 'Temporarily lock card' or if your card is lost for good, tap 'Cancel and replace card'.

If you find your card, just go back into Card Control to unlock it and start using it again.

If you've cancelled or locked your card, you can still use any of our contactless payment options (Google Pay, Apple Pay, Garmin Pay or Fitbit Pay) to pay.

Replace using FastNet Classic internet banking.

  1. Log in to FastNet Classic.
  2. Select the 'Open and apply' button on the accounts page.
  3. When the Open & apply page open, select 'Replace card' from the Cards section.

You should receive your replacement card within 5 working days. Overseas delivery times will be subject to local service providers.

Don't have FastNet Classic or the ASB Mobile app? 

If you need help to replace your card call 0800 803 804 or visit your nearest ASB branch. While doing this, It's simple to set up Fastnet Classic or the ASB Mobile app, after cancelling your card, just ask the ASB staff member to guide you through the process.

If you are overseas, call us collect through the local operator on +64 9 306 3000. Alternatively, notify the nearest office of Visa.

My Card was stolen and there have been unauthorised transactions.

If any loss arises from the unauthorised use of your card, please call us immediately on 0800 803 804 or if you are overseas, +64 9 306 3000, or visit an ASB branch for assistance.

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