Lost or stolen card

In shortThe moment you notice it's gone, freeze the card in the app. Then decide: keep it frozen while you look for it, or cancel and replace. Just know that a cancelled card stays cancelled, so finding it later won't bring it back.

Step one, always: freeze it. Open the app, find the card, tap freeze. Done. Nobody can use it now, and that took you ten seconds. You can also ask us in chat and we'll do it with you, any hour.

With the card safely frozen, take a breath and choose:

Might it turn up?

  • Leave it frozen
  • Find it later, unfreeze, carry on
  • No harm done
or

Gone for good?

  • Cancel and replace
  • New virtual card is instant
  • Physical replacement: around 2 weeks UK and EU, around a month elsewhere

Replacement cards follow your plan's allowance: Plus includes one free a year, and past any allowance a charge can apply, shown in the amount shown before you confirm before you order.

One thing to know before you cancel: cancelled means cancelled, forever. If the card turns up later, it can't be switched back on. The replacement is your card from then on.

And if you spot any payments you don't recognize, say so in the same chat. That turns this into a different kind of case, and speed genuinely matters there.

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