Report a card lost, stolen, or broken

Report your card lost, stolen, compromised, or broken in the web app

1. Log in to the web app.
2. From the left-side menu, select Cards.
3. Select your card.
4. Select Security.

Reporting options:

Plastic cards:

• Lost/stolen - The card will be deactivated immediately.
• Broken - The card will be deactivated immediately.

Virtual cards:

• Compromised - The card will be deactivated immediately.

Reactivating or Deleting a reported card in the web app

If you've made a mistake or you've found your card, Super admins and cardholders can reactivate the card by selecting Reactivate and entering the 3-digit CVC. If the card is confirmed as unusable, you can Delete it.

Note: If a replacement card is required, Super admins will need to create a new card. 

Report your card lost, stolen, compromised, or broken in the mobile app

1. Log in to the mobile app.
2. From the bottom navigation menu, tap Cards.
3. Tap on your card.
4. Tap Security.

Reporting options:

Plastic cards:

• Lost/stolen - The card will be deactivated immediately.
• Damaged - The card will be deactivated immediately. We'll ask you to provide a short description of the damage.

Virtual cards:

• Compromised - The card will be deactivated immediately.

Reactivating or Deleting a reported card in the mobile app

If you've made a mistake or you've found your card, Super admins and cardholders can reactivate the card by selecting Reactivate and entering the 3-digit CVC. If the card is confirmed as unusable, you can Delete it.

Note: If a replacement card is required, Super admins will need to create a new card. Cardholders can tap the Order new button in the mobile app to generate a short message, which they can then send to the Soldo administrator to request a new card.