If you believe your card is lost or has been stolen, it is essential to act quickly to secure your funds and prevent any fraudulent use.
Step 1: Immediately block your card
To block your card, open the Vancelian app and follow the instructions detailed in this article:
Once the card is blocked, no new payment can be made, but operations already authorised before the block may still be charged.
Step 2: Permanently cancel your card
If you are certain that your card is lost or stolen, you can permanently cancel it from the app.
Important: this action is irreversible.
Here’s how to proceed:
- Go to the Card tab (shortcut at the bottom of the screen)
- Scroll to the bottom of the page
- Select Cancel my card
- Confirm your choice
Once cancelled, the card can no longer be used or reactivated.
Step 3: Order a new card
After cancellation, you can order a new card directly in the app:
How to order your payment card?
Good to know
- Blocking your card is reversible, unlike cancellation.
- Cancellation should be a last resort: if you are not sure the card is lost, start with a temporary block.
- If you believe you have been a victim of fraud, immediately contact the relevant authorities to report the incident.