Theft or loss: how do you stop payment on your bank card?

Has your bank card been stolen or mislaid? Don't panic, here are the steps you need to take to stop payment!

Before you start, you should know that nothing serious can happen to you. Most banks will reimburse you for sums wrongly stolen from your bank account if your card is stolen, fraudulent or scammed. The only condition is that you need to show that you have reacted quickly and without delay. So don't delay! Here's how.

Step 1: Make sure your card has disappeared

It happens to everyone: sometimes you put something down somewhere and you can't remember where.

Before lodging an objection, take a few minutes to quickly check any unusual places:

• Your pockets, rucksacks, handbags and computer cases
• Your chairs and sofa (sometimes a card can slip out of your pocket)
• Shelves (sometimes you just put your keys there without realising it)
• Some unlikely places, like the kitchen or bathroom...

Still nothing? Then go on to step 2.

Step 2: Stop payment immediately

If your card is lost or stolen, you must block it as quickly as possible so that no-one else can use it to make purchases on the Internet.

There are two ways of doing this:

1. If your bank has an online interface for blocking your card: do so immediately. Log in with your login details LuxtrustClick here to access the card management tool and block your card. The card is blocked immediately. The thief will not be able to use it to make purchases, withdrawals or payments.
2. If your bank does not have a service allowing you to block your card online : call the emergency number. Each bank has an emergency number for stopping payment on bankcards. This service is generally managed by a third-party company. You can find this number easily at your bank page or by doing a Google search. The service will ask you for some information to verify your identity and then block the card.

You should know that the process of stopping your bank card is instantaneous: as soon as it has been carried out, no-one else can use your bank card. Your bank account is safe. You're safe!

Step 3: Notify your bank advisor of the loss or theft of your card

Now that you have blocked your means of payment, it is essential that you inform your banker, for two reasons:

1. It will be able to certify your good faith and offer you a refund of the sums deducted from your bank account in the event of theft. However, certain ceilings or limits may apply: don't hesitate to ask for information on the conditions of reimbursement.
2. They can order another bank card and have it delivered to your home free of charge, so that you can pay in shop and online again.

However, there will be a delay of a few days before you receive your new card at home. You will therefore need to get organised so that you can continue to do your shopping. There are several ways of doing this:

• Withdraw money at your bank counter. Explain that you have cancelled your card and that another card is being delivered.
• Pay with a virtual card on your phone (Apple Pay on iPhone or Google Pay on Android) if your bank offers this option.
• Pay using a mobile payment accountas Revolut or N26. You can make a transfer from your bank account to your Revolut or N26 account, and pay with your phone in shops or on the Internet using a virtual card.

Step 4: In the event of theft, lodge a complaint

Banks may ask you to lodge a complaint with the police to justify repayment of the sums stolen from your bank account (if this has been done). In this case :

• If you are a Luxembourg resident and have a Luxtrust certificate, you can file a complaint online from your MyGuichet space.
• If not, go to the nearest police station to lodge a complaint.

Remember to take the report of the complaint with you, then send it to your banker by email or drop it off at the branch. If you hand in the original, remember to make a copy to keep at home in case you need it for other purposes.