If you have lost your bank card, it was stolen, or it is broken or no longer reads properly, do not worry. You can order a new card directly in your bank's app (the program on your phone that you downloaded from an app store). You do not need to visit a branch or call a helpline. This guide walks you through it step by step, even if you have never done this before.
Important: this guide covers the next step after your old card has already been blocked. If you have not blocked the old card yet, do that first — through the app or by calling the bank's helpline — and then come back to these steps.
Step by step: how to order a new card
- Find your bank's app on your phone's screen — it looks like a small icon (a small picture) with your bank's logo. Tap it once with your finger to open it.
- Log in to the app the way you normally do — using your fingerprint, face recognition, or an access code (a few digits you set up the first time you logged in).
- On the main screen, find the "Cards" section — it is usually a word at the bottom of the screen among the menu items, sometimes next to an icon that looks like a bank card.
- Tap the name or picture of the card you lost or that got damaged. A screen with more details about that card will open.
- Look for a button on this screen labeled something like "Reissue card," "Order new card," or "Replace card." Do not worry — tapping this button does not start anything right away. The app will still ask you to confirm on the following steps.
- Choose the reason for your order: "Lost," "Stolen," or "Damaged" — whichever matches your situation.
- Choose how you want to receive the new card. There are usually two options: a courier (a person who will deliver the card to your address in person) or picking it up yourself at a branch.
- If you chose courier delivery, check the address shown in the app. Confirm it if it is correct, or type in a new address if needed.
- Review all the order details on the screen — card type, delivery method, address — and make sure everything is correct.
- Tap "Confirm" or "Order" to send the request to the bank.
- Enter the one-time confirmation code if the app asks for one. This is a short number the bank sends you by text message (a short written message to your phone) or shows directly in the app.
- Wait for a message on the screen confirming the order was received. The app usually shows an estimated date for when the card will be ready.
- Check the order status in the same "Cards" section — it will show whether the card has been produced and sent with a courier.
- Receive your new card — either in person at a branch or from a courier at your address. The courier may ask to see an identity document (such as a passport) to make sure the card is handed to the right person.
- Activate the new card in the app: find it in the "Cards" section, tap "Activate," and follow the instructions on the screen.
A safety rule about the one-time code and the courier. The one-time code from a text message is meant only for you. Never say it out loud to anyone — not over the phone, not to a courier, not to a "bank employee" who called you first. Scammers sometimes call and say something like: "This is your bank, the courier cannot confirm your card delivery, please read us the code from your text message." This is a scam. A real bank and a real courier never ask you to say this code out loud. If someone calls you with a request like this, hang up and call the bank's helpline using the number on your old card or on the bank's official website.
What to do if something goes wrong
- The card does not arrive within the time the app showed — call the bank's helpline. You can always find the number on the bank's official website or inside the app, under "Contact" or "Help."
- The app shows an error while you are ordering — close the app completely and open it again. If the error keeps happening, call the helpline: a card can also be ordered with an operator's help.
- You cannot find the right button or section — this is normal, every bank's menu looks a little different. Do not worry and do not rush: look for similarly worded options ("My cards," "Manage cards") or use the search feature in the app if there is one.
- You cannot break anything by tapping the wrong button in the app. If you are unsure, simply call the bank's helpline and ask.