Overview
If your physical card has not arrived, use the checks below. The card is shipped inactive, which reduces the risk of use during delivery. If tracking says Delivered but you do not have the card, contact support immediately.
Things to check first
Your card is still within its delivery window
Check the estimated delivery time for your destination and delivery method. The estimate starts when you place the order and includes card preparation. It is not a guaranteed delivery date.
Tracking has not appeared yet
Tracking may not appear during the first few days while your card is being prepared. When tracking is available, it appears in the app and may also be sent to you by email. If your order is recent and shows Card ordered, check again later unless the address is wrong or you have another security concern.
The courier attempted delivery or left the package nearby
If tracking shows Out for delivery, use the tracking link in the app or the courier's official website for the latest update. If tracking shows Delivered but you do not have the card, check your building's mail area or reception and contact support immediately. You may also contact the courier through its official website.
Check delivery messages safely
You may receive delivery updates from Plasma One or a delivery partner. Do not rely on the sender name alone. Open tracking from the Plasma One app or enter the tracking number on the courier's official website. Never send your PIN, app passcode, full card number or one-time verification code by email or text.
When should I contact support?
Contact support immediately if:
tracking says Delivered but you do not have the card;
the delivery address is wrong;
the package or card arrived damaged; or
you suspect fraud or an unrecognised transaction.
For an ordinary delay with no security concern, contact support when the card is more than 2 days past its estimated delivery date and the checks above have not located it. Include your order date. Support may ask you to confirm limited delivery-address details through an approved secure channel.
Do not place a paid replacement order before support completes the initial review. We will investigate and tell you what remedy is available and whether a fee applies. This does not affect rights you may have under applicable law.
Terms
This article is informational. Your card and any charges are governed by the U.S. Consumer Card Terms or International Card Terms, as applicable, and the terms shown when you order. If this article conflicts with those terms, those terms control. Nothing in this article limits rights that cannot be limited under applicable law.