How do I report a lost, stolen or damaged credit card and order a replacement?
You can now report your debit or credit card as lost or damaged and order a new one using our mobile app:
Mobile app
- Log into the mobile app
- Choose the account that you need a new card for
- Select 'Manage my card'
- Then choose 'Report lost or damaged', followed by whether your card has been 'Lost' or 'Damaged'
- Complete the details and submit
You can also log on to your Online Banking.
Online Banking
- Log in to Online Banking
- Select 'Cards' from the main menu.
- In the 'Debit card’ or ‘Credit card’ section select 'Report your card lost and order a replacement' or 'Order a replacement for a damaged card'.
- Fill in the details we are asking for on the form.
- Please select 'Confirm' to complete your request.
You can put a temporary block on your card using the mobile app and unlock it once you find it. For lost and stolen cards please report as lost and stolen. If misplaced, you can use the temporary block feature:
- Go to the app
- Select the card or account and click on 'Manage my card'
- Click on 'Lock Card' (you can unlock the card here too, when you find it.)
If your debit card, credit card or savings card has been stolen or you think someone may have access to your card PIN, please contact us (opens in a new window) so that we can cancel the card and issue you with a new PIN.
When you've asked us to mark your card as lost, you'll need to update your details for any recurring payment e.g. Netflix once your new card comes through. Please note, when your card is cancelled and you don't have any accounts with us or don't have an another active debit card linked to an account, the Get Cash facility on your mobile app won't be available until two working days after we've dispatched your replacement card.
It's also worth checking your statement to make sure there are no unfamiliar transactions before we cancel the card for you.
