Lost, stolen or damaged physical card

If your physical Zilch card is lost or stolen, Freeze your card in the Zilch app – freezing your physical Zilch card helps prevent anyone else from using it.

To Freeze your physical Zilch card:

If you're concerned about fraud or suspicious activity on your account, please get in touch as soon as possible.

If your physical Zilch card is damaged and can no longer be used, please get in touch so we can help arrange a replacement card.

Yes. If your physical Zilch card has been lost, stolen or damaged, we can cancel the existing physical Zilch card and issue a replacement.

Once your replacement physical Zilch card arrives, you'll need to activate it in the Zilch app before using it.

Usually, yes.

Your card details are not printed on your physical Zilch card, so losing your physical Zilch card does not automatically affect your virtual card.

You can continue shopping online using your virtual card.

If you've already added your Zilch card to a digital wallet, you may also be able to continue using Zilch in-store.

If any additional security restrictions have been applied to your account, we'll let you know.

If you've found a physical Zilch card, do not try to use it.

Please get in touch so we can arrange for the physical Zilch card to be cancelled and the cardholder notified.

Once you've reported the physical Zilch card, cut it through the chip and dispose of it securely.