Ask a question

How do I report a lost, stolen or damaged debit card and order a replacement?

If you think your debit card may have been lost or stolen, you can freeze your card which instantly stops it being used by anybody else. 

If you are sure it is lost or stolen, you can report your debit card and order a new one using our mobile app or Digital Banking:

Mobile app

  • Log into the mobile app
  • Choose the account that you need a new card for
  • Select 'Manage my card'
  • Then choose 'Report lost or damaged', followed by whether your card has been 'Lost' or 'Damaged'
  • Complete the details and submit

Digital Banking

  • You can also log on to your Digital Banking
  • Log in to Digital Banking at
  • Select 'Cards' from the left hand menu.
  • In the 'Debit card' section select 'Report your card lost and order a replacement' or 'Order a replacement for a damaged card'.
  • Fill in the details we are asking for on the form.
  • Please select 'Confirm' to complete your request.

If your debit card, credit card or savings card has been stolen or you think someone may have access to your card PIN, please contact us (opens in a new window) so that we can cancel the card and issue you with a new PIN.

When you've asked us to mark your card as lost, you'll need to update your details for any recurring payment, e.g. Netflix, once your new card comes through.

Please note, when your card is cancelled and you don't have any accounts with us or don't have an another active debit card linked to an account, the Get Cash facility on your mobile app won't be available until two working days after we've dispatched your replacement card. It's also worth checking your statement to make sure there are no unfamiliar transactions before we cancel the card for you.