Before We Begin: A Quick Check
Have you already ordered your card?
As a reminder, cards must always be ordered directly through the app.
Did you order a virtual or physical card?
Virtual cards, as the name suggests, are digital only and won't be physically delivered to you. To check, open the app, tap Cards, then tap on your card. If it says "Virtual Card Details", it's a virtual card and no delivery is needed, it's ready to use directly in the app! Physical cards can be identified by the chip shown in the card design.
Card Delivery Issues: What to Do If Your Card Hasn't Arrived or Shows as Delivered but Wasn't Received
If you're checking your app and see that your card has been marked as "out for delivery" for several days but hasn't arrived yet, here are some steps to follow: If your card shows as "Delivered" but you haven't received it, additional steps may be required to resolve the issue.
Understanding Delivery Statuses
Delivered: For standard delivery, this status may appear automatically after the expected timeframe, even if the card hasn’t been physically delivered.
Arriving Soon: Check the shipment tracking details to see the latest status. Contact the courier if needed. While you wait for your physical card, your virtual card is ready to use. Add it to Apple Pay or Google Pay to make contactless payments seamlessly, with no interruption to your spending.
Expected Delivery Time:
In Europe: Please allow up to 10-12 working days for delivery.
Outside Europe: Deliveries can take up to 15-20 working days.
Express Delivery: Typically takes about 5 business days and includes tracking information.
No Deliveries on Non-Business Days:
Remember, no deliveries are made on weekends or public holidays. Please take this into account.
If Your Card Shows as Delivered but Wasn't Received:
Standard Delivery: The app may automatically update the status to "Delivered" once the expected delivery window passes. If you haven’t received your card, mark it as "Not received" in the app to terminate the old card and reorder a new one at no cost. Use a virtual card with Apple Pay or Google Pay for purchases while waiting for the replacement card.
Express Delivery: Check the shipment tracking details provided in your email. If the tracking shows the card as delivered but you haven’t received it, contact the courier (e.g., DHL) using the tracking number to arrange delivery or collection.
If Your Card Hasn't Arrived After the Standard Delivery Timeframe:
Wait an additional 2–3 days in case of carrier delays.
If the card still hasn’t arrived, reorder a new card from the app. Reordering will automatically terminate the old card for security, and it cannot be reactivated.
Contact Support
If you have allowed the appropriate time for delivery and still have concerns about your card, please contact our support team. We're here to help resolve any issues with the delivery.
Resolution Steps: After reviewing your case, if necessary, we can cancel the existing card and issue a new one.