Card damaged or not arrived

In shortDamaged card: order a replacement in the app and destroy the old one when the new one lands. Not arrived: give it the normal window first, around 2 weeks in the UK and EU, around a month elsewhere. Past that, message us and we'll chase it.

Damaged card? Cracked, or the chip won't read? Order a replacement from the app, keep paying with your virtual card and phone in the meantime, and destroy the damaged one once the new card arrives. Quick sanity check first, though: if the card looks fine but payments keep failing, that's usually a decline, not damage.

Card not arrived? First, count the days. Delivery usually takes around 2 weeks in the UK and EU and around a month elsewhere, and courier timing isn't ours to control. Inside that window, the honest advice is: give it a little longer. We know that's not the exciting answer, but reissuing early risks two active cards out at once, which is worth avoiding.

Past the window? Message us. We'll check the shipment with our card partner, and if it's genuinely lost in delivery, we cancel it safely and send you a fresh one.

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