Lost, Stolen, or Damaged Cards

This guide describes the procedure for handling lost, stolen, or damaged cards using the Modify Account or Card Status and Add Card endpoints, which you implement from your own web site or mobile app.

Alternatively, your customers can use Galileo's IVRIVR - Interactive voice response. A telephone-answering system that can recognize caller speech and touch-tone input. Galileo offers an IVR for customers to activate their cards and set their PINs., or you can report cards as lost, stolen, or damaged using the CSTCST - Customer Service Tool. Software that the Galileo customer service team uses, which is also available to providers, to view customers and their accounts.. Contact Galileo for information on using these methods.

See the About Cards guide for general information about cards in the Galileo system.

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Note

Instead of reporting a card as lost or stolen, your customers might want to temporarily freeze a card. See Freezing cards in the About Cards guide for more information.

Lost or stolen cards

A card is "lost" when the cardholder no longer possesses the card but does not suspect that someone else has the card or will attempt to use it—for example, when a wallet falls into a lake. However, out of an abundance of caution, a replacement card with a new PANPAN - Primary account number. The 16-digit number that is printed on a card, beginning with the BIN. This number is not the same as the account identifier, which is the PRN, or the card identifier, which is the CAD. should be issued for a lost card.

A card is "stolen" when someone has taken possession of a card or card number with the intent to use it fraudulently. A physical card may be stolen in a robbery, or a card number may be obtained online from a database breach or intercepted transmission. In the case of stolen cards a replacement card with a new PAN should always be issued.

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Note

The lost and stolen operations are identical in the Galileo system—the lost and stolen distinction is intended for your records only.

You have two options for lost/stolen cards:

  • Mark the card as lost or stolen and at the same time trigger the operation to issue a replacement physical card.
  • Mark the card as lost or stolen but do not issue a replacement physical card.
    • Use the Modify Account or Card Status endpoint with type: 8 for lost or type: 9 for stolen.
    • Always use this method for virtual-only cards.
    • To trigger the card-replacement operation after passing these Modify Account or Card Status types, you can send types 3 or 4 later.

Lost/stolen physical card operation

This operation issues a replacement physical card as soon as a card is reported as lost or stolen.

  1. The cardholder reports the card as lost or stolen.
  2. You call the Modify Account or Card Status endpoint with type as:
    • 3 for lost, which launches the lost card operation
    • 4 for stolen, which launches the stolen card operation
  3. The lost/stolen card operation:
    • Changes the card to status: L or status: S, which immediately deactivates the card.
    • Creates a new card object with the same PRN but a new PANPAN - Primary account number. The 16-digit number that is printed on a card, beginning with the BIN. This number is not the same as the account identifier, which is the PRN, or the card identifier, which is the CAD./CVVCVV - Card verification value. A number that is included on a card to help verify that a cardholder has the actual card (physical or virtual) in hand. CVV1 is a value that is embedded in a card's magnetic stripe, CVV2 is a 3- or 4-digit number printed on the actual card, and iCVV is a number embedded in security chips. In most cases, "CVV" refers to CVV2./expiry dateexpiry date - The date that a card expires. This date is displayed on a virtual or physical card and is randomly set at the time the card is created. The expiry date is encrypted in the Galileo system and cannot be retrieved by anyone who is not PCI compliant..
    • Sets the balance IDbalance ID - An identifier that correlates to a bank account on which the customer account can transact. Also called the "Galileo account number." for the replacement card to the lost/stolen card balance ID.
    • Changes the replacement card to status: X, which flags the card for embossing.
  4. When the emboss file is created, the replacement card is changed to status: Y, meaning that the card information has been retrieved from the Galileo system and sent to the embosser.
  5. The embosser mails the replacement card to the cardholder.
  6. The cardholder activates the card using your designated method, which changes the replacement card to status: N. See the Activating a Card guide for more information. Because the replacement card has a different PAN from the lost/stolen card, the cardholder must set a new PIN. See PIN-Set Procedures for more information.
  7. The lost/stolen card retains status: L or status: S.

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Note

Galileo sends Account Events messages such as LSCR: lost/stolen card with replacement, CRCA: ready_to_activate, and SHIP: card_shipped according to the arrangements that you have made with Galileo.

Lost/stolen virtual card operation

This operation does not automatically issue a replacement card.

  1. The cardholder reports the card as lost or stolen.
  2. You call the Modify Account or Card Status endpoint with type as:
    • 8 for lost, which changes the card to status: L and immediately deactivates the card
    • 9 for stolen, which changes the card to status: S and immediately deactivates the card
  3. You call the Add Card endpoint with these parameters to receive the new PANPAN - Primary account number. The 16-digit number that is printed on a card, beginning with the BIN. This number is not the same as the account identifier, which is the PRN, or the card identifier, which is the CAD./CVVCVV - Card verification value. A number that is included on a card to help verify that a cardholder has the actual card (physical or virtual) in hand. CVV1 is a value that is embedded in a card's magnetic stripe, CVV2 is a 3- or 4-digit number printed on the actual card, and iCVV is a number embedded in security chips. In most cases, "CVV" refers to CVV2./expiry dateexpiry date - The date that a card expires. This date is displayed on a virtual or physical card and is randomly set at the time the card is created. The expiry date is encrypted in the Galileo system and cannot be retrieved by anyone who is not PCI compliant.:
    • accountNo — PAN or CAD of the lost/stolen card
    • newAccountNo — Do not populate
    • prodId — Must be the same as the lost/stolen card
  4. As needed, call the Modify Account or Card Status endpoint with type: 7 to activate the card, using the PAN or CAD of the added card.
  5. The lost/stolen card retains status: L or status: S.

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Note

Galileo sends Account Events messages such as LSCN: lost/stolen card no replacement according to the arrangements that you have made with Galileo.

Damaged cards

A "damaged" card is still in the cardholder's possession, but it cannot be used in card readers because of physical damage to the card.

Damaged physical card process

  1. The cardholder reports the card as damaged.
  2. You call the Modify Account or Card Status endpoint with type: 12, which launches the card reissue operation.
  3. The card reissue operation:
    • Does not deactivate the damaged card—the cardholder can continue to transact with it.
    • Sends a card order with the same PAN but a new expiry.
    • The record of this reissue is represented in the CSTCST - Customer Service Tool. Software that the Galileo customer service team uses, which is also available to providers, to view customers and their accounts. not by a new record but by a comment and in the emboss details.
  4. When the emboss file is created, the reissued card is changed to status: Y, meaning that the card information has been retrieved from the Galileo system and sent to the embosser.
  5. The embosser mails the reissued card to the cardholder.
  6. The cardholder activates the card using your designated method, which sets the reissued card to status: N and deactivates the damaged card. See the Activating a Card guide for more information. Because the reissued card has the same PAN as the damaged card, the cardholder does not need to set a new PIN.

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Note

Galileo sends Account Events messages such as CRCA: ready_to_activate and SHIP: card_shipped according to the arrangements that you have made with Galileo.

Temporarily issue cards

While customers wait for the personalized, physical card to arrive in the mail, your program might offer the option of issuing an instant issue or virtual card in the meantime. When the cardholder activates the personalized card, the temporary card is deactivated.

Contact Galileo for details on issuing temporary cards.


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