When your card reaches its expiry date or becomes physically damaged, you can easily request a replacement through the app. Because you still have the physical card in your possession, there is usually no need to freeze it. You can keep using your existing card for online payments or manual transactions until your new one arrives and is activated.
If your card is damaged
If your card is cracked or the chip isn't reading correctly, it may just need a quick clean with a soft cloth to help the card reader connect. If it is still malfunctioning, you can order a replacement:
Open the app and tap the Card icon on the Home tab.
Tap Cancel and select Damaged as the reason.
Tap Cancel & reissue.
If your card is expiring
We will display a notification in the app when your card is nearing its expiry date. To ensure you have no gap in service, follow the prompts in the app as soon as you see the alert:
Tap the Red warning bar on your Home tab.
Tap Order my card.
Confirm your delivery address to have your new card posted to you.
Delivery information
Replacement cards are dispatched via Royal Mail on business days. If you order your card over the weekend, it will be posted on Monday morning. Most replacements arrive within 3–5 business days. Once your new card arrives, follow the activation steps in the app to begin using it. 📮