Reporting a lost or stolen card

If you think you’ve temporarily misplaced your Mastercard, you can freeze and unfreeze it in the mobile app instead of cancelling it right away. 

As soon as you realise that your card is lost or stolen, report it to us. We’ll immediately cancel that card and send a replacement to you in the post.

Mobile Banking 

An easy way for you to report your card as lost or stolen is in Mobile Banking

Simply log on and follow these 3 steps.

1

Tap ‘More’ in the bottom-right corner

Mobile Banking home screen

2

Choose ‘Cards’ from the menu

Screen of the ‘More’ menu

3

Pick your card and ‘Report as lost or stolen’

Screen of the card that will be reported as lost or stolen

If you need more detailed step-by-step instructions on how to report your card as lost or stolen, take a look at our mobile demo

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If you aren’t yet registered for Online and Mobile Banking, you can get started today. 

You can download our app on your phone or device from the iOS App Store or the Google Play Store. We don’t ever recommend downloading apps from other third-party sites.

Chat with us
You can also easily report your card as lost or stolen by chatting with Sandi, our digital assistant. Click the ‘Chat with us’ icon on the right-hand side of our web pages to get started. Or read our chat with us page for more information. 

Contact us

Still having trouble? Contact us

You’ll get your replacement card in 4-5 working days.

You won’t need a new PIN unless you ask for one when you report your card as lost or stolen. Otherwise, you can view your PIN in the mobile app.

If you do request a new PIN, it’ll arrive in a separate letter.

You can use Online or Mobile Banking to check for any transactions you don't recognise. If you spot anything unusual, please contact us 

If your card is lost or stolen, you're protected against fraud if: 

  • you let us know as soon as you realise your card is lost or stolen and
  • you've taken the proper precautions to keep your card and security details safe.

If you lose your card, you can still pay for things using mobile payments while you wait for your new card. 

If you need access to your money before your new card arrives, please visit one of our branches with either: 

  • another Santander card 
  • valid photo ID (driving licence or passport).

Why can I only freeze and manage my Mastercard cards?

Freeze and manage are only available to Mastercard card holders. If you have a Visa debit card, we'll send you a debit Mastercard once your existing card expires.  

Will my digital wallets still work if I’ve ordered a replacement card?

If your card is set up for mobile payments, your replacement card will automatically be ready to use. If you've lost a Visa card and it's being replaced by a new debit Mastercard, you'll need to add this new card into the digital wallet.

Will I need a new PIN? 

When you report your card as lost or stolen in our mobile app, you can keep your old PIN. Or, if you think your PIN's been compromised, you can ask us for a new one. 

I reported my card as lost or stolen and it’s no longer showing in the app

If you report your card lost or stolen, the old card will be blocked, and you'll be sent a new card. If you don't see a new card in the app 3 days after reporting your old card, please contact us

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