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

Last Updated: 19 Oct 2018

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, in the left hand menu click 'Cards', and select the card that was lost or stolen and press ‘Temporarily lock card’. 

If you think there is no chance you will find your card, click on ‘Cancel and replace card’ (you'll find it under Temporarily lock card) to order a replacement card straight away.

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

Replace using FastNet Classic internet banking.

You can cancel and replace your card straight away by clicking on ‘Credit Cards’ under the ‘Open and Apply’ section in the left hand menu. Select ’Replace Card and Pay Tag’, or use the Options drop down menu from the Balances page for the card you want to replace. 

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

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 or Mastercard, depending on your type of card.  

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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