My card is lost, stolen or damaged! What should I do?
Losing a card happens to everyone, but don't worry it's really easy to report the card as lost and order a new one.
As soon as possible you should follow these steps:
- Call 0330 808 0102 for the automated prepaid phone line (open 24hrs)
- Select option 2, with your telephone keypad
- Using your telephone keypad, enter your 10-digit client ID, you can find this at the top of the letter the card is attached to
- Enter your date of birth in 8 digits, for example if you were born on 23rd March 2002, you would enter 23032002
- Select option 2 to report the card as stolen
Alternatively, if you have access to the cardholder portal, you can report your card lost or stolen there
What if I don't have my client ID?
If you don't have your client ID, wait on the line for an advisor. Advisors are available Monday to Friday 8am-8pm, and Saturday from 8am-12pm.
My card has been stolen! What else should I do?
Speak with an advisor to check the transactions on your card. If they are fraudulent, as a part of this process, you'll need to report it to Report Fraud for a crime reference number.