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:

  1. Call 0330 808 0102 for the automated prepaid phone line (open 24hrs)
  2. Select option 2, with your telephone keypad

  3. 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.


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, your card issuer and check your transactions on the card. If there are any transactions that you don't recognise, you'll need to raise a dispute form. As a part of this process, you'll need to report it to the police and provide a crime reference number.