What to do if your card is lost or stolen

Losing your card — or having it stolen — can be stressful, but there are clear steps you can take right away to protect your money. Acting quickly is the most important thing. This article walks you through the full process, from securing your account to requesting a replacement card.

Step 1: Freeze your card immediately
As soon as you realise your card is missing or may have been taken, freeze it from the Safe2transact portal. This blocks all new payment attempts instantly — in-store, online, and contactless — while you decide on your next steps.

• Go to the Cards section of your dashboard.
• Select the card that is lost or stolen.
• Choose Freeze from the card actions menu.
• Confirm the action. Your card is suspended immediately.

Freezing your card does not affect your IBAN account or your card balance — your funds remain safe. See How to freeze or unfreeze your Visa card for more detail on this feature.

Step 2: Check your recent transactions
Once your card is frozen, review your recent transaction history to check for any payments you do not recognise.

• Go to the Cards section and open your card’s transaction history.
• Look for any charges that were made without your authorisation.
• Note down the details of any suspicious transactions — merchant name, amount, and date.

See Viewing and filtering your card transactions for guidance on how to read your transaction history.

Step 3: Contact our support team
If your card has been stolen, or if you see unauthorised transactions, contact the Safe2transact support team as soon as possible. You can reach us through the Contact section of the website or by using the in-app support option.

When you get in touch, let us know:

• That your card has been lost or stolen;
• Whether you have already frozen the card;
• Details of any transactions you do not recognise, if applicable.

Our team will confirm the card is secured on our end and guide you through the next steps, including raising a dispute for any unauthorised charges if needed.

Step 4: Request a replacement card
Once you have reported your card and confirmed it should be permanently cancelled, you can order a replacement:

• Go to the Cards section of your dashboard.
• Follow the standard card ordering process to request a new physical card.
• Your new card will be sent to your registered address. See How long does it take to receive a card? for expected delivery times.

If you need to continue making online purchases while you wait for your replacement, your virtual card remains available and is unaffected by the loss of your physical card.

What if I find my card after reporting it?
If a card has been permanently cancelled, it cannot be reactivated. Please do not attempt to use a cancelled card — it will be declined. You will need to use the replacement card sent to you.
If you froze your card but have not yet reported it as permanently lost, and you then find it, you can simply unfreeze it from the Cards section and continue using it as normal.

Important things to know

• Freezing your card yourself is the fastest way to stop unauthorised payments — you do not need to wait for support to do it for you.
• Never share your card number, CVV, or PIN with anyone asking you to “verify” your card details — this is a common fraud tactic. Safe2transact will never ask for these details.
• If you are travelling abroad when your card is lost or stolen, the same steps apply. Use the portal from any device to freeze your card and contact support.