My card is lost, stolen or damaged. What do I do?

If you've lost your card but don't want to cancel it permanently (in case you find it again), you can lock it temporarily through the app or online banking. Here's how.

1. Tap on ‘Cards’ from the bottom menu
   
2. Choose the card you want to lock​
3. Turn on 'Temporary lock'.
   

1. Click 'Self service' > 'Manage my cards'​
2. Choose the card you want to lock​
3. Turn on the ‘Temporary lock’ toggle and follow the prompts. To unlock your card, just turn the toggle off – you’ll then need to enter your SMS code to finish.
   

• You should allow 5-10 working days for your new card to arrive​
• If you find your old card after you've had it cancelled, you won't be able to reactivate it – please destroy it (it's a good idea to destroy damaged cards, too)
• Once your new card has been issued and you're waiting for it to arrive in the mail, you can log in to the app to access your digital card​
• If your card was added to Apple Pay or Google Pay™, we'll update them with your new card details as soon as it's issued – this means you can start using your card straight away in cases where a physical card isn't needed (like online shopping or where Apple Pay and Google Pay are accepted).​
   

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