You can quickly take action when an employee's card is missing, damaged, or at risk. This guide covers how to report card issues in both the web app and mobile app, and what happens after the card is deactivated.
Report a card issue in the web app
Who: Super admins, Admins and Limited admins. Leaders can also
report for cards within their resource/permissions group.
- From the navigation menu, select Cards.
- Select the card that needs to be reported.
- Select the Security icon.
- Choose the relevant option (see below) and confirm by selecting Yes, report.
Available options
Plastic cards
- Lost or stolen: The card will be deactivated immediately to prevent misuse.
- Broken or damaged: The card will be deactivated immediately.
Virtual cards
- Compromised: The card will be deactivated immediately to protect company funds.
Report a card issue in the mobile app
Who: Super admins, Admins and Limited admins. Leaders can also
report for cards within their resource/permissions group.
- Log in to the mobile app.
- Tap Cards from the bottom navigation menu.
- Find and tap the user’s card.
- Tap Security.
- Choose the relevant option:
Available options
Plastic cards
- Lost or stolen: The card will be deactivated immediately.
- Damaged: The card will be deactivated. You’ll be prompted to describe the issue.
Virtual cards
- Compromised: The card will be deactivated immediately.
After a card is reported
Reactivating a card
Who: Super admins, Admins and Limited admins. Leaders can
also reactivate for cards within their resource/permissions group.
If the card was mistakenly reported or is later recovered, you can reactivate it:
- Go to the card’s overview section.
- Select Reactivate.
- Enter the card’s 3-digit CVC to confirm reactivation.
Deleting a card
Who: Super admins, Admins and Limited admins. Leaders can
also delete for cards within their resource/permissions group.
If the card can’t be used again, you can permanently remove it:
- Go to the card’s overview section.
- Select Delete.
Replacing a card
Who: Super admins.
After deleting a plastic card, you’ll need to create a new one to replace it:
- Only Super admins can create replacement cards.
- For virtual cards, a new card can be created immediately after deleting the old one.
- For plastic cards, a new card can be created immediately and will be ready to use for online purchasing. You'll need to wait for delivery of the card to make in-person payments.
Helpful tips
- If a user reports a card issue via the web or mobile apps, you'll be notified via email so you can take prompt action without delay.
- Deleted cards cannot be recovered. Only reactivate if you're confident the card is safe to use.
Availability
Who: Super admins, Admins, Limited admins. Leaders (for
cards within their resource/permissions group).
Pricing plan(s): Standard, Plus, Unlimited