Lost, stolen or damaged card

My card is lost or stolen
I have mislaid my card
My card is damaged or faulty
What happens after I report my card as lost or stolen?
How long will it take to get my new card?

My card is lost or stolen

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.

I have mislaid my card

If you think you may find your card, you can freeze the card so it cannot be used.

If you find your card again, you can instantly turn off card freeze.

How do I freeze my card?

You can freeze your card in online banking or the mobile app.

To freeze your card in online banking:

1. Go to Cards.
2. Choose your card.
3. Select Card freeze.
4. Select Freeze card to turn the card freeze on.

You can instantly turn off card freeze by selecting Unfreeze card.

To freeze your card in the mobile app:

1. Go to Card.
2. Choose your card.
3. Toggle the card freeze switch to on.

You can instantly turn off card freeze by toggling the switch to off.

My card is damaged or faulty

You can order a replacement card in online banking.

To order a replacement card in online banking:

1. Go to Help and support.
2. Select Lost, stolen or damaged card within the Popular queries section.
3. Select Replace a damaged or faulty card.
4. Select Order a replacement card.
5. Select the account for the card you want to replace.
6. Follow the instructions on screen.

What happens after I report my card as lost or stolen?

Your old card cannot be used. This includes digital wallets like Apple Pay and Google Pay. We’ll send you a new card in the post.

How long will it take to get my new card?

Your new card will be added to any digital wallets (such as Apple Pay, Google Pay and Samsung Wallet) within 1 to 2 business days. The card will arrive by post within 3 to 5 business days.

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 4 to 6 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.

Customers living outside the UK will need to allow extra time to receive their card and PIN by post.

Customers who hold alternate format requirements for all documents will need to allow extra time to receive their card and PIN by post.

Related pages

Contactless
PIN support
ATM cash machines