Personal loan and credit card application customer support

Step 1. After submitting your application

Once you submit your digital application form you’ll receive an onscreen message, along with an SMS and email, with your conditional approval outcome and next steps.

• If you currently bank with us, we’ll attempt to immediately verify your details and, if successful, your loan may be unconditionally approved within minutes.
• Sometimes, we’ll need more information from you to verify your details and move your approval from conditional to unconditional.

After submitting your application, make sure to look out for an email from NAB. If you cannot find the email, please check your junk folder.

Step 2. Verifying your details

If your application is conditionally approved, we’ll review and verify the information you’ve provided. If needed, our assessment team will contact you for more details and will be your key contact throughout the application process.

Important things to note

It may take the assessment team one to two business days to contact you. But don’t worry – your application is progressing, and we’ll be in touch with next steps.

Please note, If your application appears to disappear from your internet banking this means your assessment officer is working on your application.

• You don’t need to call us – if we need more information, an assessment officer will call you directly:
  • You’ll receive an SMS letting you know that we’re reviewing your application and the contact number of the assessment officer who is looking after your application.
  • If the assessment officer can’t reach you, they’ll leave a voicemail with their contact details. You’ll also receive an email that outlines the information we need to complete your application.
  • If you need to speak with us about your approved application and are unable to contact your assessment officer, it’s important that you leave a voicemail and clearly state your name and contact details. Your assessment officer will call you back on the same day.

If you haven’t uploaded this information, an assessment officer may call you to verify this. You can provide your verification documents by:

• Registering or logging into NAB Internet Banking on a desktop computer and upload your documents using the Applications tab. Your uploaded documents will display as pending in NAB Internet Banking until the assessment officer reviews them. Please note: your documents have been uploaded to your application even if the option to upload more documents remains. 
• Reply to us by email if documents have been requested that way. 

Step 3. Receiving your unconditional approval

Credit card applications

• Once we’ve verified your information, you’ll receive an SMS advising that your application has been fully approved and an email with your welcome pack. It’s important that you read the welcome pack before you start using your card.
• Your card will be mailed, and you should receive this in five to seven business days (sometimes faster in Melbourne Metro). Before it arrives, you can go card-less and make payments with your smartphone by setting up your card in Google Pay or Apple Pay. Learn how to add a card to your digital wallet.

Personal loan applications

• Once we’ve verified your information, you’ll receive an SMS and email advising that your application has been fully approved. From here, you’ll need to accept your loan contract. See our easy guide to accepting your documents.
• Once you’ve accepted your loan documents, the loan will be added to your internet banking profile and the loan funds deposited into the account you requested on your application. Allow two business days for this to happen for existing NAB customers and three to five days for non-NAB bank accounts.
• You can also set up a direct debit to easily manage your new personal loan repayments online.