My card is lost, stolen or damaged! What should I do?
If your card is lost, stolen, or damaged, it’s quick and easy to report the issue and request a replacement.
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 the relevant option for lost/stolen/damaged
Alternatively, if you have access to the cardholder portal, you can report your card lost, stolen or damaged 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.