my card is lost or stolen

Freeze the card first: open the app, go to Cards, choose the card and tap Freeze, or call the card line on +44 20 7946 0731, which is answered 24 hours a day [1][3]. Then check recent payments and tap "I don't recognise this" on any you did not make; unauthorised payments can be reported for up to 13 months after the payment date [5]. To replace the card, choose Replace, which cancels the old card permanently; a virtual card is ready immediately, while a metal card is dispatched within 5 business days [4]. If your phone is also stolen, all cards are frozen and devices signed out, and you will need to repeat the video selfie to use the app on a new phone [2].

Sources

• [1][3][5][4][2] My card is lost or stolen

Answered from the Velorin Pay knowledge base.

Follow-up questions

• My card is lost or stolen — 1. Freeze
• My card is lost or stolen — 2. Check recent payments
• My card is lost or stolen — 3. Replace

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