Lost card or suspected fraud
Lock the card yourself first. You can do it from the app in seconds — there is no need to wait for us to respond.
⚠ Do these three things now
Losses grow with time. Stop the card before contacting anyone.
- Lock the card Use "Lock" on the card screen to stop it instantly. You do not need to wait for us. If it turns out to be a misunderstanding, unlock it from the same screen. Open the card screen and lock it
- Review your transactions Check the card history for anything you do not recognise. Noting the date, merchant and amount makes everything that follows faster.
- Tell us via a support ticket Once locked, let us know what happened. The ticket keeps a numbered record you can follow. Open a support ticket
1. Lock the card
Pressing "Lock" on the card screen stops the card immediately. You do not need to wait for our office hours or for an agent.
Locking is reversible from the same screen at any time. Stopping the card and then checking is safer than hesitating. No fees apply while a card is locked.
If you hold several virtual cards, locking applies per card. If you are not sure which one is affected, lock all of the ones that could be.
2. Review your transactions
Look through the card history and note:
- Date and time
- Merchant name, exactly as it appears
- Amount and currency
- The last four digits of the card
Statements often show the operating company or payment processor rather than the shop's trading name. Searching for the name will often explain it.
For small unfamiliar amounts, also read the "small authorization" section of Card notifications and authentication. Right after a subscription sign-up or a hotel booking, it is usually normal.
3. Contact us
Once the card is locked, open a support ticket.
"Suspected card fraud (ending 1234, 16 Aug)" — what happened, the last four digits, and the date. That gets it routed faster.
In the message, include the following. Attachments are not accepted on tickets, so type any on-screen wording out.
| Item | Detail |
|---|---|
| Last four digits | Which card, if you hold several |
| Locked? | Whether you have already stopped it |
| How you noticed | A notification email, reviewing history, and so on |
| The transactions | Date, merchant and amount as far as you know |
| Where the card is | Lost, stolen, or in your hand with details misused |
Never include these
Never write the full card number, PIN, security code, one-time password or your login password — under any circumstances.
Our staff will never ask for them. Anyone who does, by phone, chat or email, is attempting fraud.
By situation
| Situation | First step |
|---|---|
| Physical card lost | Lock it. Ask us about a replacement if it does not turn up |
| Card stolen | Lock it, and consider reporting it to the police |
| Card in hand but misused | Lock it — the details alone may have been taken |
| Someone saw your PIN | Lock it and ask us about changing the PIN |
| Phone lost | Lock it, and also consider changing your password |
What happens next
We review the transactions based on what you tell us. Investigations can take time. When the ticket receives a reply, please provide any further detail requested.
How disputed transactions are treated follows the rules of the card issuer and the card network. We cannot promise an outcome, but we will keep you updated in the ticket.
In terms of limiting the damage, the most important step is already done once the card is locked. Contact us calmly after that.
Did this page help?
Your answer tells us which pages need rewriting.
- The last four digits of the card
- When you noticed, and how
- Date, merchant and amount of any transaction you do not recognise
- Whether you have already locked the card
Never include your password, verification codes or card PIN. How tickets work