Stolen, lost: how to stop payment on your bank card?

18 May 2022
Stolen or lost card: how to stop payment in Luxembourg?

Have you just had your bank card stolen or mislaid? Don't panic, here are the steps to follow to stop payment!

Before you start, you should know that nothing bad can happen to you. Most banks will reimburse money wrongly taken from your bank account if your card is stolen, or if you are defrauded or scammed. The only condition is that you must show that you have reacted quickly and without delay. So don't delay! Here's how to do it.

Step 1: Make sure your card is lost or stolen

It's silly to say, but it happens to everyone: sometimes you put something down somewhere and you don't remember where.

Before objecting, take a few minutes to quickly check for unusual places:

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

Still nothing? Then go to step 2.

Step 2: Stop payment on your card

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

In this case, there are two ways to do it:

  1. If your bank has an online interface to block your card: do so immediately. Log in with your login details LuxtrustAccess 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 to block your card online: call the emergency number. Every bank has an emergency number for stopping payment on bank cards. This service is usually run by a third party company. You can easily find this number on thehe page of your bank or by doing a Google search. The service will ask you for some information to verify your identity and then proceed to block the card.

You should know that the process of stopping your bank card is instantaneous: as soon as it is done, no one else can use your bank card. Your bank account is safe. You are 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 to notify your banker, for two reasons:

  1. He will be able to attest to your good faith and offer you a refund of the amounts wrongly deducted from your bank account in case of theft. However, certain ceilings or limits may apply: do not hesitate to ask for information on the conditions of reimbursement.
  2. They will be able to order another credit 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 have to make arrangements to continue shopping. There are several ways to do this:

  • Withdrawing money at your bank's counter. Explain that your card has been stopped 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.
  • Paying using a mobile payment accountas Revolut or N26. You will be able to transfer money 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.

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Step 4: In case of theft, file a complaint

Banks may require you to report the theft to the police to justify the repayment of the money stolen from your bank account (if this has been the case). 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 file a complaint.

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

Frequently Asked Questions (FAQ)

How do I stop a bank card?

You have two options: either stop payment online via your bank's website or, if your bank does not offer this option, call an emergency number available 7 days a week to stop payment remotely.

Is it possible to block a card payment?

Unfortunately not, once a payment has been made it must be honoured. However, if it is a fraudulent payment or a scam, contact your bank immediately. They can block your card immediately.

How do I stop a bank card on the internet?

To stop payment on the Internet, simply log on to your bank's online interface (the one where you can view your bank statements). Then navigate to the card management interface and click on the option to "Stop payment". Your card will be blocked immediately, and you will have to order a new one. However, you should know that not all banks offer the possibility to stop payment on the Internet.

What to do if your bank card is stolen?

If your card has been stolen, then stop the payment immediately. This will prevent the thief from debiting money from your bank account. Then notify your bank advisor and file a complaint. You can be reimbursed for the sums stolen, up to certain limits.

What to do if you lose your bank card?

Lost your bank card recently? Before stopping payment, take a few minutes to look everywhere (at home, in your pockets, your bag, your office). If you still can't find anything, then follow the procedure for stopping the card. This will block your card and allow you to order a new one.

Does it pay to reissue a bank card?

If you have lost your card or it has been stolen, your bank may recommend a new card. This is normally free, but some banks may charge a fee. Ask your banker for details of your contract.

Am I responsible for transactions made with my credit or debit card before it was blocked?

You are not liable if you can show that you reacted and stopped your card as soon as you became aware of fraudulent transactions. In this case, the bank may offer you a refund for the sums stolen within the limits of the current limits.

Where to look for a lost card?

If you have lost your card, consider looking in unlikely or unusual places: such as your bags and pouches, on shelves, on the kitchen counter or in your bathroom.

Stolen bank card: how to file a complaint online?

To file a complaint online in Luxembourg, you can use the online complaint form available on your MyGuichet account. You will need a Luxtrust certificate to access it. Visit this article for more information.

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