What do I do if my Card is Lost or Stolen?

If your debit card is lost or has been stolen, please let us know as soon as possible. You can let us know by reporting it via your online money account, your mobile app or by giving us a call.

Mobile App

To use this feature, you will need to have set up access to the Suits Me mobile app prior to your card being lost or stolen.

1. Login to the Suits Me mobile app
2. Click the ‘Cards’ icon on the navigation pane at the bottom of the app
3. Select ‘Freeze Card’ to place a temporary block on the card until you can contact our customer care team

Online Money Account

To use this feature, you will need to have already setup your online money account prior to your card being lost or stolen.

1. Login to your online money account
2. Click the ‘Cards’ icon on the navigation pane towards the top of the page
3. Select ‘Freeze Card’ to place a temporary block on the card until you can contact our customer care team

Telephone

Customer Care: 03330 151 858 (available Monday – Friday 9am–8pm) – Select Option 3

About Blocking and Unblocking your Card

If you think you may have misplaced your card or not sure if it is lost or stolen, you can place a temporary freeze on it. Freezing your Suits Me card can be done using your online money account or mobile app. If you find your card, you can then go back into your online money account and click ‘unfreeze’ within the ‘Cards’ tab.

If you haven’t yet set up your online money account or access to the Suits Me mobile app, please contact our customer care team who will be able to freeze or unfreeze your debit card for you.

Freezing your card will Stop:

• Cash withdrawals at ATMs
• Online and in-store shopping
• In-store cashback
• Chip and PIN payments
• Contactless payments
• Online and in-store shopping

Freezing your card won’t Stop:

• Money entering your account (wages, transfers etc.)
• Direct debits (created prior to your card being lost or stolen)
• Standing orders (created prior to your card being lost or stolen)

What do I do if my Card is Damaged?

If your Suits Me debit card has been damaged and is no longer usable please contact our customer care team for a replacement card. This can also be requested in the Suits Me app or online portal using the ‘cards’ tab and clicking ‘Request Additional Card’ or ‘Order Replacement’.

FAQs

If I ‘Freeze’ my card, how long will the temporary block remain on my card?

This temporary block will remain on your card until you either ‘Unfreeze’ your card via your online money account or using the mobile app or you report your card as lost or stolen.

I’ve found my card, what should I do?

If you blocked your card but have now found it then great news! Simply access your online money account or mobile app, click the ‘Cards’ icon and select ‘Unfreeze’.

If you don’t have access to the online portal or the mobile app, please contact our customer care team who will be able to unblock your card for you.

Can I lock / unlock my Suits Me card?

How do I report fraud, scams or suspicious activity on my account?