My card is lost or stolen

Freeze the card first. It takes a second, it is reversible, and it stops any new payment immediately.

1. Freeze

Open the app, go to Cards, choose the card and tap Freeze. If you don’t have your phone, call the card line on +44 20 7946 0731. It is answered 24 hours a day, every day, in English and Spanish. We will ask you three security questions before blocking the card.

2. Check recent payments

Look at the last few days of transactions. If you see payments you did not make, tap the payment and choose “I don’t recognise this”. You can report unauthorised payments for up to 13 months after the payment date.

3. Replace

If you find the card, unfreeze it. If not, choose Replace. This cancels the old card permanently.

• A replacement virtual card has a new number and is ready immediately.
• A replacement metal card is made to order and dispatched within 5 business days, then follows the delivery times for your country.
• Your existing phone wallet card is moved to the new number automatically, usually within an hour.

Replacement charges are in the fee schedule.

If your phone is stolen too

Call the card line. We will freeze all your cards and sign out every device. To use the app again on a new phone you will need to repeat the video selfie.

Was this not what you needed? Contact support or go back to the help centre.