What Should I Do If My Card Is Lost, Stolen, or Damaged?

If your card is lost, stolen, or damaged, it’s important to take action quickly to protect your account and continue using your services without interruption.

Step 1: Freeze your card (lost or stolen)

If your card is lost or stolen, you should freeze it immediately. This will block it from being used:

• In stores
• Online
• At ATMs

You can do this in the app:

Option 1:

• Go to Accounts (bottom of the app)
• Select your Yeeld account
• Tap Cards

Option 2:

• Go to the More page
• Select Cards

Both routes take you to the same place.

Step 2: If you find your card

If you recover your card, you can:

• Unfreeze it in the app
• Continue using it as normal

Step 3: Reissue your card (lost, stolen, or damaged)

If your card is not recovered or has become damaged, you should request a replacement:

• Go to your Cards section
• Select Reissue card
• Choose a reason (for internal records only)

Once reissued:

• Your existing card will be permanently terminated
• This is irreversible for security reasons
• Terminated cards cannot be reactivated, even by support

What happens next

• Your old card will appear in your card history as terminated
• Your new card will show as pending activation
• Once it arrives, follow the in-app steps to activate it

While you wait for your new card

You can continue using your account by:

• Activating a virtual card
• Making online purchases and digital payments

Important information

• Your new card will have:
  • A new PIN
  • New card number, expiry date, and CVV
• You may need to update your card details with any subscriptions or services

Damaged or recovered cards

• If your card is damaged, you should reissue a new one as above
• Once your replacement card is active and the old card is marked as terminated, the damaged card should be destroyed
• If you later recover a card that has already been terminated, we recommend that it is also destroyed, as it can no longer be used

Why this matters

Acting quickly helps:

• Prevent unauthorised transactions
• Protect your funds and account
• Maintain security in line with fraud prevention controls

In summary

• Freeze immediately if lost or stolen
• Reissue if lost, stolen, or damaged
• Destroyed terminated cards for safety

Everything can be managed quickly and securely within the Yeeld app.