Report lost, stolen or damaged cards
To report your debit or credit card as lost, stolen or damaged, log on to Mobile Banking and tap 'More' in the bottom-right corner.
Choose 'Cards' from the options available.
After tapping ‘Cards’, find your card and choose ‘Report as lost, stolen or damaged'.
From here, you can say why you need a replacement card. You can choose from ‘I’ve lost this card’, ‘This card has been stolen’, or ‘This card is damaged’.
Once you’ve chosen your reason, tap ‘Continue’.
Then you can decide whether you’d like a new PIN or to keep your existing PIN.
You’ll then need to confirm your address. Once you do, we’ll stop your card if it's been lost or stolen (you'll still be able to use it if it's damaged and still working). Then we'll send you a new card.
Now this screen will check whether you’d like your existing card stopped, if it’s been lost or stolen (you'll still be able to use it if it's damaged and still working).
You’ll see a message confirming your card request has been successful and that a new one will be sent in the next 3-5 working days for UK addresses or 5-7 working days for overseas addresses.
If you’ve asked for a new PIN, that will also be sent out to you.
If you spot any transactions on your lost card that you don’t recognise, please call us.
When you go back to your cards screen, you’ll be able to see that you’ve ordered a new card.
For more details about your card, tap ‘Report as lost, stolen or damaged’.
From here, you can find out how to activate your new card, how you can still use mobile payments with certain cards if you’re still waiting for your replacement to arrive, and what to do if you haven’t received your card.