Goldmoney Support Center

How can we help? Search our support articles or contact our Customer Success team.

Report your Card Lost

Last Updated: Jun 26, 2017 10:37AM EDT
If your card has been lost or stolen, or did not arrive, you can suspend the card from use and request a new card. Card re-issue will incur a fee of 0.2 GAU. If you are reporting your card lost because it did not arrive by mail, you will need to wait until the end of your expected delivery period to be able to request a new card. If your local postal service is not reliable, you may want to consider selecting the courier option to ensure delivery security when confirming your re-issue request. Some countries with extremely unreliable postal systems must have their card couriered. These delivery periods are as follows:
 
North America: 10-15 business days
Europe: 10-15 business days
Oceania: 20-30 business days
South America: 20-30 business days
Africa: 20-30 business days
Asia: 20-30 business days
 
When you initiate a re-issue request, your lost card will be permanently suspended. Any funds remaining on your lost card will be transferred onto your new card.

To report your card missing, log into your Goldmoney Personal or Business account and select the Navigation menu icon from the top of your Dashboard.
 
 

Choose "Prepaid Cards" from the Navigation menu.



Select the “Report Lost or Stolen Card” option from the side menu on the right.
 
 

Select the card that is lost from the drop down list and select "Next Step."


 

Confirm that you would like to suspend your card permanently by selecting "Suspend Card."



Confirm that your mailing address is correct (if not, follow the instructions to update your address), and confirm the vault from which the 0.2 GAU re-issue fee will be drawn from. If your local postal service is unreliable, consider selecting the courier option to ensure delivery security. Select "Request Card" once you are sure that all displayed details are entered correctly.




Your request will replace your old card on your card Dashboard, and a status of "Pending" will be displayed. You will receive an email notification when your re-issue request is approved. 

Contact Us

[email protected]
http://assets2.desk.com/
false
desk
Loading
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
about
false
Invalid characters found
/customer/en/portal/articles/autocomplete