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 or the mobile app.

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.

To order a replacement card in the mobile app:

1. Go to 'Card'.
2. Choose your card.
3. Select ‘Lost, stolen or replacement card’.
4. Select ‘Damaged or faulty card’.
5. 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 one to two business days. The card will arrive by post within three to five 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 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.

Related pages

Contactless
PIN support
ATM cash machines