Reporting a lost, stolen or damaged 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.

If you damage your card, you can order a replacement in Mobile or Online Banking without needing a new PIN.

Choose how to report your card as lost, stolen or damaged with one of the following.

Mobile Banking 

Simply log on and follow these 3 steps.


Tap ‘More’ in the bottom-right corner

Mobile Banking home screen


Choose ‘Cards’ from the menu

Screen of the ‘More’ menu


Pick your card and ‘Report as lost, stolen or damaged’

An overview of your card options

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

Can't log on to your account? Visit our trouble logging on page for help and tips.

Online Banking

To report your card as lost, stolen or damaged, simply log on to your Online Banking and follow these steps.

  • Click ‘Chat with us’ on the right-hand side of the page.
  • Confirm in the chat that you’ve lost, stolen or damaged your card.

Chat with us

You can also report your card as lost, stolen or damaged in your mobile banking app by speaking to our digital assistant Sandi, available 24/7.

Once you’re logged on, choose ‘More’, ‘Help and contact us’, then ‘Chat with us’.

I don't have Mobile or Online Banking

If you don’t have Mobile or Online Banking, please contact us 

The quickest and easiest way to report your card as lost, stolen or damaged, is with Mobile or Online Banking

When will my new card arrive? 

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 in 4-5 working days.

How can I continue using my account?

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).

You can manage your account using Mobile Banking. If you’re already using Online Banking, download our mobile banking app for your phone or device. Then you can log on with the same details you use for Online Banking and you’re ready to go.

You can download our app on your smartphone or device from the iOS App Store or the Google Play Store. Just click on one of the logos below to get started. We don’t ever recommend downloading apps from other third-party sites.

app store badge google play badge

If you haven’t signed up for Online and Mobile Banking yet, you can get started today. 

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.

I’ve found someone else’s card, what should I do?

Please destroy the card. You can let us know you’ve done this by visiting a branch or you can contact us

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, stolen or damaged 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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