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**How Do I Manage a Lost or Stolen Card?

If a customer reports their card is lost, damaged, or stolen, follow these steps to issue a new card and move their balance.

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Written by Nicholas Martin
Updated over 4 months ago

How Do I Manage a Lost or Stolen Card?

If a customer reports their card is lost, damaged, or stolen, follow these steps to issue a new card and move their balance.

Identifying the Lost Card

  1. In the Ackroo Anywhere console, go to Manage Cards.

    Image Placeholder: Manage Cards Screen
    Original link: https://support.ackroo.com/hc/article_attachments/4404463824653

  2. To locate the customer’s card, use the Search field and one of these details:

    • Card number

    • Registered online? – Enter the cardholder’s First/Last Name or Email Address

    • Transaction receipt – If the customer has a receipt showing the 10-digit Transaction ID:

      1. In Manage Transactions, paste that ID into Search.

      2. Note the Card Number column on the resulting record.

      3. Copy the card number, return to Manage Cards, and paste it into Search.

Transfer Funds

Once you’ve identified the lost card number:

  1. Follow the steps in How to Transfer a Card Balance to move the balance to a new card.

  2. You can watch a quick video demonstration below.

Video: How to Transfer a Card Balance
Link: //www.youtube.com/embed/PerANBH864c?si=Dd56anis4XYJYL2D

For detailed instructions, click HERE.

Pro Tip

Encourage your customer to register their card on your eGift portal. Registered cards are easy to locate and transfer if lost or stolen. Learn more about eGift registration HERE.

Category: Ackroo Anywhere → Cards

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