What should I do if my credit card is lost or stolen?

Key takeaways

• Contact your card provider as soon as you realise your card is lost or stolen to prevent unauthorised use.

• Many providers allow you to freeze a card temporarily through their app while you check whether it's genuinely missing.

• You're unlikely to be responsible for unauthorised transactions if you report the issue promptly and haven't acted fraudulently or negligently.

• A replacement card can often arrive within a few working days, with some providers offering emergency help if you're abroad.

What steps should I take if my credit card is lost or stolen?

If your credit card has gone missing, acting quickly can help reduce the risk of fraud and make replacing the card easier.

Step 1: Check whether the card is genuinely lost

Before reporting the card as stolen, take a few moments to check common places where it might be such as your wallet, purse or bag, or coat and trouser pockets.

Step 2: Freeze or lock the card

Most major banks and card providers offer a card-freezing feature through their mobile banking app. Freezing the card prevents new transactions while allowing you time to search for it.

Step 3. Check recent transactions

Review your recent card activity through your app, online banking or statements.

Look for purchases you don't recognise and cash withdrawals you didn’t make. These include small test transactions that could indicate fraud.

Step 4. Report the card as lost or stolen

If you spot fraudulent activity or once you're satisfied the card isn't simply misplaced, contact your card provider straight away.

The sooner you report the issue, the sooner the provider can block the card and begin arranging a replacement.

Step 5. Order a replacement card

Your provider will usually cancel the old card and issue a replacement with a new card number.

Many providers can display the replacement card details within their banking app before the physical card arrives.

Step 6. Update any regular payments

Once your replacement card arrives, remember to update any recurring payments linked to the old card, such as:

• Streaming subscriptions

• Gym memberships

• Mobile phone contracts

• Online shopping accounts

• Travel services

Step 7. Monitor your account

Continue checking your account regularly over the following weeks. Report any suspicious activity immediately, even if you've already received a replacement card.

Can someone use my card contactlessly if it's stolen?

Yes. A thief may be able to make contactless purchases before the card is blocked. However, card providers have fraud-monitoring systems in place and you should report the loss immediately to minimise the risk.

What if I’m abroad when my credit card is lost or stolen?

Losing a card overseas can be particularly stressful, but help is usually available.

Contact your provider immediately using the international emergency number listed on its website or app. Depending on the provider, you may be able to access:

• Emergency replacement cards: Some providers can arrange for a replacement card to be delivered abroad

• Emergency cash: Some providers and card networks may be able to arrange emergency cash if you've lost access to all your payment cards

• Digital wallets: If your replacement card details become available through your banking app, you may be able to continue making payments using a digital wallet such as Apple Pay or Google Pay.

If you're travelling, it's often sensible to carry more than one payment method in case one card is lost or stolen.

What to do if your phone is lost or stolen

What if I spot a payment I don't recognise?

Not every unfamiliar payment is fraud. Before reporting it, consider whether:

• A retailer is trading under a different name than the one you recognise

• The transaction relates to a subscription renewal or recurring payment

• A family member or additional cardholder made the purchase with your knowledge or permission. (Purchases made by an authorised additional cardholder will still appear on your account)

• The payment is still pending and may appear differently once it has been fully processed

If you still don't recognise the transaction, contact your provider immediately.

What's the difference between an unauthorised payment and a scam?

Am I liable for unauthorised card payments?

In many cases, no. If someone uses your credit card without your permission, your provider will normally investigate the transaction and determine whether it was genuinely unauthorised.

If you report the loss or theft as soon as possible, take reasonable care of your card and security details, and have not acted fraudulently, you're unlikely to be held responsible for genuine unauthorised transactions.

The provider will assess the circumstances and explain whether you are entitled to a refund. If you disagree with the outcome, you may be able to escalate the complaint through the provider's complaints process and, ultimately, to the Financial Ombudsman Service.

Does Section 75 or chargeback protect me If I've been scammed or someone used my card without permission?

If you've lost money because of fraud, a scam or a problem with a purchase, your provider may investigate the transaction and consider whether protections such as chargeback or Section 75 apply.

Section 75

Section 75 of the Consumer Credit Act can protect some credit card purchases, but it is not designed to cover every type of fraud.

If someone used your card without permission: Usually no. If your card or card details were used without your authorisation, you should report the transaction to your card provider as fraud. The provider will investigate and may refund the payment if it was genuinely unauthorised.

If you've been scammed: Possibly. Section 75 may apply if you used a credit card to pay for goods or services costing between £100 and £30,000, and the seller misrepresented what was being offered or failed to provide it. For example, Section 75 could potentially help if you paid a fraudulent trader for goods that never existed or a service that was never provided.

However, it may not apply to all scams, particularly where payments were made through intermediaries, bank transfers, or certain third-party payment services.

If you're unsure, contact your card provider as soon as possible. They can explain whether Section 75, chargeback or another form of protection may be available.

Chargeback

Possibly. Chargeback is a process that allows your card provider to try to recover money from a retailer's bank in certain circumstances.

If someone used your card without permission: You should first report the transaction as fraud to your card provider. The provider will investigate whether the payment was unauthorised and may refund you without needing to use chargeback.

If you've been scammed: Chargeback may be available if you paid for goods or services that never arrived or the item was significantly different from what was advertised. It could also be used if the retailer misrepresented what was being sold or you paid a fraudulent seller using your credit card

Unlike Section 75, chargeback can sometimes be used for purchases worth less than £100, but chargeback is not guaranteed. It is part of the rules operated by card networks such as Visa and Mastercard rather than a legal right.

There are also time limits for making a claim, so it's important to contact your provider as soon as possible after spotting a problem.

What should I do if my card details (not the card) were stolen online?

Fraudsters don't always need the physical card. If you believe your card details have been compromised:

• Contact your provider immediately

• Ask whether the card should be replaced

• Review recent transactions

• Check for unfamiliar recurring payments

• Remove stored card details from suspicious websites

Even though many online retailers use security measures to protect card details, stolen card information can sometimes still be used to make purchases. The sooner you act, the easier it is to prevent further misuse.

How do I stop further fraud after a card is stolen?

Once you've reported the issue, there are additional steps you can take.

• Review your statements: Continue checking your account regularly for unfamiliar activity.

• Change passwords: Update passwords for online banking, email accounts, shopping websites and digital wallets

• Secure your devices: Make sure your phone, tablet and computer have up-to-date security software and strong login credentials.

• Review app access: Check whether any unfamiliar devices have access to your banking app or online banking profile.

• Watch for account takeover attempts: Fraudsters may try to access other accounts once they have some of your information.

Be cautious about unexpected emails, calls and text messages.

Should I report it to the police or Action Fraud?

If your card is simply lost, your card provider is usually your first point of contact. However, if fraud has occurred, reporting the matter may be helpful.

In England, Wales and Northern Ireland, fraud can be reported to Report Fraud. In Scotland, reports are generally made to Police Scotland.

Some providers may ask whether you've reported the incident and may request a crime reference number in certain circumstances. Reporting fraud can also help authorities identify wider criminal activity.

How can I reduce the risk of it happening again?

While no security measure is foolproof, there are several ways to reduce the risk.

• Enable transaction alerts: Real-time spending notifications can help you spot suspicious activity quickly

• Use strong passwords: Avoid reusing passwords across multiple accounts

• Enable two-factor authentication: Where available, use additional security checks to protect your accounts

• Keep your card secure: Avoid leaving cards unattended and regularly check that you still have them.

• Be cautious online: Only shop with trusted retailers and avoid clicking suspicious links.

• Use digital wallets: Digital wallets can add an extra layer of protection because retailers do not receive your actual card number.

• Check statements regularly: The sooner you identify suspicious transactions, the sooner action can be taken.

Other useful guides

MoneySuperMarket has a range of guides to help you with all your finance concerns. These include:

• How to avoid the most common bank scams

• How to protect yourself against identity theft

• How to keep your family safe from scams

• Wallet-wiping: The five-minute hack that could protect you from fraud

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