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Report lost, stolen or damaged cards

You can report this in our App by following these simple steps:

Log on to our App.
Go to the menu. On an iPhone, tap the three lines in the bottom right of the screen. On an Android device tap the three lines in the top left of the screen.
Select ‘Cards’ from the menu.
Then select the ‘Report lost, stolen or damaged’ button.
Here you can choose either ‘Report lost or stolen’ or ‘Report damaged’.
You can now choose the card(s) to report as either lost, stolen or damaged and click ‘Next’.
Follow the on-screen instructions to cancel your card(s).

It’s worth bearing in mind:

if your card was lost or stolen we’ll send you a replacement with a new 16 digit number
if it’s only damaged, your new card will have the same 16 digit number
once we’ve been able to replace your card you'll see this straight away in the ‘Cards’ section of our App

If you have any questions, we’ve answered the most frequently asked ones below, but if you have one that isn’t covered you can chat with us in our App - go to 'Help' and select 'Chat now'. Or in Online Banking, select 'Message us'. If you need to speak to someone, please give us a call on 03 456 100 100 and we’ll be happy to help.’

Lost, stolen or damaged card FAQs

Why can't I report my card as lost, stolen or damaged in the App?

If I cancel my card on the App will it cancel immediately?

What do I need to do with my new card when I receive it?

If I find my lost card can this be re-activated?

Will the replacement card have the same pin?

Will my replacement card be contactless?

How long will it take to receive my new card?

Do I need to advise anyone of my new card number?

The card that I reported as lost, stolen or damaged is registered with a digital wallet as my default card, what happens to this card if I delete it from the wallet?

Deleting your default card, means the next card in your digital wallet will automatically become the default one. You will receive a notification to your phone to let you know of this change but you’ll only receive notifications for your digital wallet if they are switched on.

Will I need to register my new card with my digital wallet when I receive it in the post?

You can register your card to Google Pay or Apple Pay directly from the first direct Mobile Banking App. You just need to have the latest version of the App.

For step by step instructions on how to do this, visit our "ways to bank" page, and select one of the following:

Alternatively, you can add your replacement card to Apple Pay from the Wallet app, to Google Pay from within the Google Pay app or to Samsung Pay from within the Samsung Pay app.

If your card replaces a damaged one, we will automatically update this for you in the digital wallet.

What happens if I cancel/replace the wrong card?

Once a card has been reported as lost or stolen, you won't be able to use it again and will need to wait for the replacement card to arrive.

If you replace the wrong card as damaged the card will remain live for 30 days or until you make a chip and PIN transaction or a ATM withdrawal with the new card. You must then destroy the old card.

I don’t recognise one of my transactions?

I have a £1 authorisation which I don’t recognise, what is this?

Some companies can add a £1 debit card authorisation to test that your card works. The actual amount you spend there will leave your account separately and the £1 payment will disappear soon after. If the £1 debits your account, and it isn’t due, you’ll need to speak to our card services team on 03 456 100 100.

My card was declined when I tried to use contactless for a purchase that was £100 or under, does this mean the card is damaged and I need to order a replacement card?

Not necessarily. To protect you from fraud we sometimes need to check its you that is using your card. You will need to enter your PIN details or sign as extra security. If after doing this your card is still declined, give us a call on 03 456 100 100 to speak to our card services team.