Lost card
If you do not think you'll be able to find your card or you think someone else has it, please call us immediately on 0345 600 6000. Lines are open 24 hours a day, 7 days a week. Call charges apply
We'll talk you through the next steps and send a replacement card.
Mislaid card
If you think you may find your card, you can freeze the card so it cannot be used – go to 'Cards', select your card if you have more than one, then turn on 'Card freeze'.
If you find your card again, you can instantly unfreeze your card.
What happens after I report my card as lost?
Your old card cannot be used, including with digital wallets (Apple Pay, Google Pay or Samsung Wallet).
Your new card will be added to any digital wallets (such as Apple Pay, Google Pay and Samsung Wallet) and the card section of the mobile app and online banking within one to two business days. The new card will arrive by post within 3 to 5 business days – if you find your lost card after this, please destroy it by cutting it in half.
If it’s a debit card (or it’s a credit card and you told us that someone may have access to your PIN), we’ll send you a new PIN and you should receive it within six to eight business days.
If it’s a credit card and your PIN is secure, your PIN will stay the same and carry over to your new card.
When you get a new debit card, your card management settings (card freeze, payment limits, card controls) will not carry over and you'll need to reapply them.
For credit cards, your payment limits and card controls will carry over, but card freeze will not.
You can change your settings once your new card appears in the Cards section of your mobile app or online banking (usually within two business days).
Stolen card
Please call us immediately on 0345 600 6000. Lines are open 24 hours a day, 7 days a week. Call charges apply
We'll talk you through the next steps and send a replacement card.
What happens after I report my card as stolen?
Your old card cannot be used, including with digital wallets (Apple Pay, Google Pay or Samsung Wallet).
Your new card will be added to any digital wallets (such as Apple Pay, Google Pay and Samsung Wallet) and the card section of the mobile app and online banking within one to two business days. The new card will arrive by post within 3 to 5 business days – if you find your lost card after this, please destroy it by cutting it in half.
If it’s a debit card (or it’s a credit card and you told us that someone may have access to your PIN), we’ll send you a new PIN and you should receive it within six to eight business days.
If it’s a credit card and your PIN is secure, your PIN will stay the same and carry over to your new card.
When you get a new debit card, your card management settings (card freeze, payment limits, card controls) will not carry over and you'll need to reapply them.
For credit cards, your payment limits and card controls will carry over, but card freeze will not.
You can change your settings once your new card appears in the Cards section of your mobile app or online banking (usually within two business days).