Users can only replace debit or credit cards, not ATM cards.
To replace a card that has been stolen or damaged:
On the web app, select Tools > Cards, or under the name menu, select Settings > Cards. On the mobile app, select More > Cards.
On the page that appears, the user’s available cards display. On the web app, select Manage, and in the side panel that appears, select Replace card.
On the mobile app, select a card, then Replace card.
Select one of the following options:
My card was lost – We immediately cancel the lost card and issue a replacement with a new card number.
My card was stolen – We immediately cancel the stolen card and issue a replacement with a new card number.
My card was damaged – We issue a replacement card with a new number. The user can keep using the damaged card and must contact your institution to cancel the old card when the new card arrives. If it doesn’t arrive, the user can reorder the same card after 7 days.
I never received my card – We immediately cancel the lost card and issue a replacement with a new card number.
If your financial institution requires two-factor authentication, the user must select a method to verify their identity and then select Continue.
The user must enter the verification code they receive in the Verification code box and select Continue.
Once their identity is verified, a confirmation page confirms the new card details. Users must contact your institution if their mailing address is incorrect. Select Submit to finish.
A confirmation message appears. An email notification is automatically sent to the user. For more information, go to End-User Communications - Cards. The physical card will arrive in 5-7 business days.
Lost, stolen, and never-received cards are immediately removed from the Cards page, and a new replacement card will eventually appear on the Cards page (this timing depends on the processor and the core; it will not be instant).
For damaged cards, the active card remains on the Cards page and is marked as damaged. If the damaged card replacement doesn’t arrive, the user can reorder the same card after 7 days.
