Overview
If your physical card is lost, stolen or damaged, you can order a replacement from the card's settings in the app.
If you have misplaced the card, freeze it immediately while you look for it. If the card is lost or stolen, terminate it immediately to prevent further use. If you see a transaction you do not recognise, contact support immediately and follow the unrecognised-transactions process.
→ See: How do I freeze my card?
How to replace your card
Go to your card screen and select your physical card
Tap Settings, then Replace card
Select the reason that best describes what happened. Follow the separate unrecognised-transactions process if you suspect fraud.
Confirm your delivery address and delivery method
Review any replacement card fee, delivery charge and the total charge, then confirm the order. The total charge is paid from your USD cash balance.
If the card did not arrive or arrived damaged, contact support before placing a paid replacement order. We will investigate and tell you whether a fee applies.
What happens to my old card?
If you report the card as lost or stolen, the old card is terminated immediately and can no longer be used, including through Apple Pay or Google Pay.
If the card is damaged, follow the instructions in the app. The old card may remain active until you terminate it or the replacement process tells you otherwise.
The replacement card has new card details. Update merchants that store the old card details, including subscriptions and recurring payments. Replacing the card does not, by itself, change your account balance, cashback or tier.
What if I see a transaction I do not recognise?
Freeze or terminate the card immediately and contact support. Replacing or terminating the card does not open a transaction dispute unless the app expressly confirms that a dispute was opened. Follow the unrecognised-transactions process for each transaction you want us to review.
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.