Card or device lost or stolen?
Here’s how to report your card lost or stolen and protect your digital wallet.
Always remember:
Never share your one-time passcode with anyone, even if they say they’re from Vanquis.
Just misplaced it? Freeze your card.
You can temporarily freeze your card to keep it secure while you look for it. Then if it turns up, you can unfreeze it.
How to freeze in the Vanquis app
- Open your app and tap the ‘More’ menu
- Tap ‘Manage My Card’, then ‘Freeze Card’
- Follow the steps on screen
- You can unfreeze your card the same way
If your card is lost or stolen, report it in your Vanquis app.
Make sure you have the latest version of the app installed.
Report your card lost or stolen
It takes seconds to report your card lost or stolen in the Vanquis app. You can also call us if you prefer.
Use your app:
- Open your app and tap the ‘More’ menu
- Tap ‘Manage My Card’, then ‘Lost or stolen card?’
- Follow the steps on screen
If your card is lost or stolen, report it in your Vanquis app.
Call us:
Call 0800 783 9003* in the UK or +44161 444 4495* from abroad – we’re here 24/7.
Control your card with the Vanquis app
With the Vanquis app, you can quickly freeze your card if you misplace it, or report it lost or stolen. Plus, you can check your balance, make payments and get up-to-date account info whenever you need to.
Lost or stolen device? How to protect Google Pay and Apple Pay
Android users – Google Pay
If you lose your Android device or it gets stolen, you can use Find my Device to easily locate, lock or erase your device from a distance.
iOS users – Apple Pay
Apple device users can protect their credit card by using iCloud Find to activate lost mode. This will suspend Apple Pay transactions.
Criminals are pretending to be Vanquis
Criminals are targeting our customers and pretending to be us. They’re trying to persuade you to share important security info – like your credit card details or your one-time passcode – so they can steal your money.
Key things to know…
- We may send you a one-time passcode if you register for the Vanquis app, Online Banking or if you register your card for Apple Pay or Google Pay.
- If we contact you by text, phone or email, we’ll never ask you to share the one-time passcode, your credit card number, the CVV (the three digits on the back of your card) or your PIN.
- Only type your one-time passcode into our mobile app, Online Banking, Apple Wallet, Google Wallet or the retailer’s website using a secure device you have with you.
- Vanquis will never ask you to download any additional software or apps. Only criminals will do this – it lets them see what’s on your device or your Vanquis app.
Other things to do…
Remember to check your statement using the Vanquis app or Online Banking. If you don’t recognise a transaction, check our problem transaction page. If it still doesn’t look familiar, please call us on 0330 099 3000*.
Always keep your contact details up to date with us as we may get in touch to ask you to verify a transaction or about activity on your account. If you haven’t given us your mobile number, you can add this in the Vanquis app. Just so you know, we’ll never ask you to click a link for this.
*Call charge information
Network charges may apply. Calls to 01 and 03 numbers from UK landlines and mobiles are normally included in free plan minutes if available; otherwise calls to 03 numbers cost the same as calls to 01/02 prefix numbers. Calls to 0800 or 0808 numbers are free from mobiles and landlines. Find our call opening hours here.