Lost or stolen card

Act in this order

Speed matters more than anything else. You can do everything below from the Fundly web app at app.fundly.xyz in about two minutes, without calling anyone.

1. Freeze the card. Open Cards, select the card and choose Freeze. New payments stop immediately.
2. Check recent payments. Look for anything you do not recognise, including small test amounts.
3. Cancel and replace. If the card is gone or the details are compromised, choose Report lost or stolen. This cancels the card permanently and orders a replacement.
4. Dispute unknown payments. Select any unrecognised payment and choose Report this payment.
5. Secure your account. Change your passcode and review your logged-in devices in Account security.

Virtual card compromised

If you used a virtual card on a site that was breached, or you see charges you did not make:

1. Freeze the card.
2. Choose Report lost or stolen to cancel it and create a new virtual card. The new card has a new number, expiry and CVV.
3. Update the new details at merchants you trust.
4. Dispute the unknown charges.

Disposable cards on Plus and Premium remove this problem for one-off purchases. See Virtual cards.

Physical card lost or stolen

1. Freeze the card, then choose Report lost or stolen.
2. Choose a delivery address for the replacement and confirm.
3. If the card was stolen, consider reporting it to the local police. A police report can help with a dispute.

Replacement cards cost the same as a first card on Free (9.90 EUR at launch) and are free once per year on Plus and Premium. Delivery follows the usual times: 5 to 10 business days in the EU, up to 3 weeks elsewhere. See Physical cards.

If your card is stolen while travelling, your virtual card still works for online payments. Apple Pay and Google Pay are planned, subject to partner support, and are not something to rely on yet.

Disputing a payment

Cards are issued by [PARTNER], and disputes follow the card network rules. When you report a payment:

• We ask a few questions in the app: whether you recognise the merchant, whether you shared the card, and whether you still have the physical card.
• [PARTNER] raises a chargeback with the merchant's bank.
• A provisional credit may be applied while the case is open, depending on the case type.
• Most cases close within 45 days; some take up to 120 days under network rules.

What Fundly does on our side

When you report a card, we cancel it with [PARTNER], review the last 30 days of activity for patterns, and may ask you to re-verify your device. Instant accounts have lower limits set by our partner and regulators, which also limits how much can be lost on an Instant card.

Found the card after cancelling?

Destroy it. Cut through the chip and the magnetic stripe. A cancelled card will be declined everywhere, but it still carries your name.

Related

• Declined transactions
• Card controls and freezing