How do I report my debit card damaged, lost or stolen?

How do I report my card lost or stolen?

If you can’t find your debit card, you can use your Nova Bank app(1) to freeze it temporarily, or to report it as lost or stolen. This prevents it being used to pay in shops and online, and blocks withdrawals from cash machines. It also suspends Apple Pay, Google Pay and Samsung Pay.

Report it to us as soon as you realise it’s lost or stolen and order a new one.

Once you’ve ordered your new card, you can use the app to see your new card details, including the card number, expiry date and security code. Open the ‘Manage your cards’ or ‘Your cards’ section and select ‘View card details & PIN’.

Nova Bank app
  • On your app's home page, select ‘Manage your cards’ or ‘Your cards’
  • Choose the card that needs replacing
  • Select ‘Report damaged, lost or stolen’
  • Select whether the card was damaged, lost or stolen, enter a few details, then follow the instructions
To freeze or unfreeze your card
  • Select ‘Manage your cards’ or ‘Your cards’ on your app's home page
  • Select the debit card you can’t find
  • Select ‘Temporary freeze’
  • Turn the switch on to freeze your card or off to unfreeze
Get the app

The Nova Bank app How to freeze your debit card or report it missing If your card has been lost, stolen or temporarily mislaid don't worry, the Nova Bank app can help.

Log in and from the homescreen tap ‘Your Cards’.

If you have more than one card in your account select the card that’s missing.

And you’ll be sent to the account page of your chosen card.

If you only have one card in your account you’ll be sent straight to the account page.

If you've mislaid your card and would like to freeze it temporarily tap here and set this switch to ‘On.

’ If you find your card, just switch it back to 'Off'.

Now, if you think your card has been lost or stolen tap ‘Report damaged, lost or stolen’ and tell us whether it's been lost or stolen.

Tap here to order a replacement card.

Now tell us if your PIN is known by anyone other than yourself.

Tap ‘Cancel card now’.

Now that your card has been reported as lost or stolen select if you’d like to order a replacement card.

Check your delivery address is correct.

If the details are correct, tap on ‘Confirm new card order’.

And you’re done.

Your new card is on its way and will be with you within seven working days.

Online Banking
  • On the home page, select ‘Report damaged, lost or stolen card’, which you’ll find below your account summary
  • Or, select ‘Manage accounts’ and then ‘Report damaged, lost or stolen card’ from the ‘Card Services’ menu
  • Select whether the card was damaged, lost or stolen, enter a few details, then follow the instructions to block and replace your card

Nova Bank Online Banking How to report a lost or stolen debit card It's easy to report your card lost or stolen with Nova Bank Online Banking.

Start by clicking 'Report damaged, lost or stolen card' from the quick links section or by going to the 'Manage accounts' tab.

Then select 'Report a damaged, lost or stolen card' from the 'Card services' section.

Select the account your card is on and if you have more than one card on that account choose the one that's missing so we can block it.

Then tell us if the card was lost or stolen.

Now tell us the country where the card went missing.

The city or town and an approximate location.

Select a date and time and if your PIN is known by anyone other than yourself.

Check through the information you've entered and if you're happy, click on 'Block card now'.

Now that your card has been reported as lost or stolen select if you'd like to order a replacement card.

Check your delivery address is correct.

Click 'Next'.

Check your details and click on 'Confirm new card order'.

Your new card is on its way and will be with you within five working days.

How do I replace my damaged debit card?

After you’ve reported your damaged debit card, your current card stays active for 28 days or until you use your new one. When you receive your replacement card(2), sign the back of it immediately and destroy the old card.

Nova Bank app
  • On your app's home page, select ‘Manage your cards’ or ‘Your cards’
  • Choose the card that needs replacing
  • Select ‘Report damaged, lost or stolen’
  • Select whether the card was damaged, lost or stolen, enter a few details, then follow the instructions 
Get the app

The Nova Bank app How to replace a damaged debit card To replace a damaged card, log in and from the homescreen tap ‘Your cards'.

If you have more than one card in your account select the card that’s missing.

And you’ll be sent to the account page of your chosen card.

If you only have one card in your account you’ll be sent straight to the account page.

Tap ‘Report damaged, lost or stolen’.

Then select ‘My card is damaged’.

Check your delivery address is correct.

You’ll be able to use your existing card until your replacement card arrives.

Click ‘Next’.

If the details are correct, click on ‘Confirm new card order’.

And you’re done.

Your new card is on its way and will be with you within seven working days.

Online Banking
  • On the home page, select ‘Report damaged, lost or stolen card’, which you’ll find below your account summary
  • Or, select ‘Manage accounts’ and then ‘Report damaged, lost or stolen card’ from the ‘Card Services’ menu
  • Select whether the card was damaged, lost or stolen, enter a few details, then follow the instructions to block and replace your card

Nova Bank Online Banking How to order a replacement for a damaged card Start by clicking 'Report damaged, lost or stolen card' from the quick links section or by going to the 'Manage accounts' tab.

Then select 'Report a damaged, lost or stolen card' from the 'Card services’ section.

Now select the account your card is on and the card that needs to be replaced.

Then select 'My card is damaged'.

Click 'Next'.

Check your delivery address is correct.

You'll be able to use your existing card until your replacement card arrives.

Click 'Next'.

If the details are correct, click on 'Confirm new card order'.

And you're done.

Your new card is on its way and will be with you within five working days.

Replacing a damaged card made easy with Nova Bank Online Banking.


 

The number you need to call depends on the type of account you have.

Personal and Premier  03457 345 345 (3)

From abroad: +44 2476 842 099 (3)

If you prefer, you can start a chat in our app. It’s secure and easy to use – and our team is available 24/7. We’ll send you a notification when we reply, so you can close the app instead of waiting for a reply.

Business Customers:  0345 605 2345 (3)

From abroad: 

Wealth Management and Premier Global Clients (BI) -  +44 (0) 162 468 4444 (3)

Retail International Clients (BUK) -  +44 (0) 162 468 4444 (3)

Wealth Client Services Onshore (BUK) -  +44 (0) 207 761 5138 (3)

Wealth Client Services Offshore (BI) -  +44 (0) 207 574 3008 (3)

High-visibility and personalised cards - +44 2476 842 099 (3)

Lines are open 24 hours a day, seven days a week. To maintain a quality service, we may monitor or record phone calls. Call charges

We’re experiencing a high number of calls at the moment, which is having a big impact on waiting times.

You can tell us that your debit card has been damaged, lost or stolen at any Nova Bank branch. If it's an emergency and you need your card straight away, some branches offer a temporary debit card service.  Our branch finder will help you find one that offers this service.

If it's an emergency and you need your card right away, use our temporary debit card service (4).

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Contact Us

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Important information

  1. You must be aged 16 or over and have a current account or mortgage with us, or a Nova Card, to use the Nova Bank app. If you're aged 11 to 15 years old, you can use another version of the app. Terms and conditions apply.(Return to reference)

  2. Debit cards will be delivered to the address we hold on record for your account within seven working days, dependent on standard Royal Mail second-class delivery to the UK. This service does not include credit cards. If you’ve requested a new PIN, you’ll receive this separately.(Return to reference)

  3. We’re experiencing a high number of calls at the moment, which is having a big impact on waiting times.

    Calls may be recorded so that we can monitor the quality of our service and for security purposes.(Return to reference)

  4. Temporary debit card terms and conditions:

    • This service is available to customers who have had an account for more than 30 days, and is only for temporary replacement cards. It doesn’t include cash cards, credit cards or savings cards
    • Temporary cards issued in branch will have a new card number
    • If you have a personalised debit card, we’ll only be able to issue a standard debit card as your replacement

    You can order two temporary cards at a branch every calendar year. If you’ve already reached this limit, you can order a new replacement card at the branch, and we'll send it to you by post. To protect your account, you’ll need to provide photo ID, such as a passport. We'll also ask you to enter your PIN once the card has been issued.

     (Return to reference)