If your card is lost or stolen, the priority is to secure your account. Freezing your card instantly blocks all transactions while you look for it or wait for a replacement. If you are certain it is gone or has been stolen, you should cancel it and order a new one. This ensures that even if someone finds the card, they cannot access your money.
Misplaced card? Freeze your card in the app
If you have misplaced your card, freeze it immediately. Freezing your card temporarily blocks all in-person payments, online purchases, and ATM withdrawals. This gives you peace of mind while you search for it. If you find it later in a pocket or bag, you can unfreeze it and use it as normal.
Open the app and go to the Home tab.
Tap the Card icon in the top banner.
Tap Freeze card.
Stolen card? Cancel and order a replacement
If the card is definitely gone, you need to cancel it permanently and request a new one:
On the Home tab, tap the Card icon.
Tap Cancel and select the reason (either Lost or Stolen).
Review your address details and tap Cancel & reissue.
Your new card will be posted the next business day and should arrive via Royal Mail within 3–5 business days.
Don't have access to the app?
If you have lost access to the app and your card at the same time, you must notify us immediately so we can protect your account.
📞 Please call our emergency card cancellation line on +44 (0) 20 8068 6862.
The line is open 24/7 and is for emergency card cancellations only. The team cannot provide general account support.