Our systems are highly secure. However, you should treat your card like cash. Always keep it on you. If you lose your card, we can cancel it and send you a replacement (for a small fee).
You should treat your card just as carefully as you treat the cash in your pocket.
If your card has been lost or stolen, please call Customer Services. You will need your 16-digit card number and your security Question and Answer. We will then cancel your card and, as long as there’s still an account balance on your card, we’ll send you a replacement card (for a fee).
To arrange for a replacement card, we will need your name, address and email. If you have already registered with us or upgraded your card to reloadable, we will already have your name and address. If not, you will need to provide these details when speaking to Customer Services. You will receive your new card within 7-10 working days.
If you no longer wish to use the card or it has expired, please destroy it by cutting it in two through the magnetic strip.
The card can only be used by someone who is aged over 13. When buying a card for a young teenager, we recommend it is used with parental guidance. Please read more here about security features relating to cards bought for teenagers.