My card has been lost or stolen — what do I do?

Do this first — right now

1. Freeze the card in online banking under Cards. This takes seconds and stops new transactions at once.
2. Report it as lost or stolen. Card loss and fraud reporting is staffed 24 hours a day — use the number on our contact page if you cannot sign in.
3. Review recent transactions and flag anything you did not make.
4. Order a replacement. A new card with a new number is issued and posted to your registered address.

While you wait for the replacement

Issue a virtual card from online banking. It works immediately for online and in-app payments, so you are not left without a way to pay.

If you see transactions you did not make

Report them as fraud rather than as an ordinary dispute, and do it the same day. You are generally not liable for unauthorised transactions where you have kept your PIN and security details confidential and reported promptly. Delay is the one thing that can weaken your position.

Also update any subscription or wallet that stored the old card, otherwise those payments will start failing.