Lost, Stolen, or Damaged Cards
This guide describes the procedure for handling lost, stolen, or damaged cards using the Modify 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 and manage 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.
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 itโfor 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.
Note
The lost and stolen operations are identical in the Galileo systemโthe 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.
- Use the Modify Status endpoint with
type: 3
for lost ortype: 4
for stolen. - Do not use this method for virtual-only cards.
- Use the Modify Status endpoint with
- Mark the card as lost or stolen but do not issue a replacement physical card.
- Use the Modify Status endpoint with
type: 8
for lost ortype: 9
for stolen. - Always use this method for virtual-only cards.
- To trigger the card-replacement operation after passing these Modify Status types, you can pass types
3
or4
later.
- Use the Modify Status endpoint with
Note
For Digital First cards, see Lost or stolen Digital First cards in the Digital First Program guide.
Lost/stolen physical card operation
This operation issues a replacement physical card as soon as a card is reported as lost or stolen.
- The cardholder reports the card as lost or stolen.
- You call the Modify Status endpoint with these parameters:
accountNo:
PAN or CAD of the cardtype: 3
for lost or4
for stolen
- The lost/stolen card operation:
- Changes the card to
status: L
orstatus: S
, which immediately deactivates the card. - Creates a new card record 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. and 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..
- Flags the new card for embossing.
- Sends the
LSCR: lost/stolen card with replacement
event message.
- Changes the card to
- When the emboss process runs, it creates an emboss record in
status: Y
. - When the emboss record is included in the batch file, Galileo sends the
SHIP: card_shipped
event message. - The embosser mails the replacement card to the cardholder.
- The cardholder activates the card using your preferred 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.
- The lost/stolen card retains
status: L
orstatus: S
.
Lost/stolen virtual card operation
This operation does not issue a replacement card.
- The cardholder reports the card as lost or stolen.
- You call the Modify Status endpoint with these parameters:
accountNo:
PAN or CAD of the cardtype: 8
for lost or9
for stolen
- The lost/stolen card operation:
- Changes the card to
status: L
orstatus: S
, which immediately deactivates the card - Sends the
LSCN: lost/stolen card no replacement
event message.
- Changes the card to
- You call the Add Card endpoint with these parameters to receive the new PAN, CVV, and expiry date:
accountNo:
PAN or CAD of the lost/stolen cardnewAccountNo:
Do not populateprodId:
Must be the same as the lost/stolen card
- If the product settings do not automatically activate the card upon creation (such as with Digital First), call the Modify Status endpoint with these parameters:
accountNo:
PAN or CAD of the added cardtype: 7
- The lost/stolen card retains
status: L
orstatus: S
.
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.
A damaged card should be reissued rather than replaced. See the Reissuing Cards guide for instructions.
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.
If the card is in the Digital First Program, the new virtual card is already available to use as soon as the old card is reported lost, stolen, or damaged.
Contact Galileo for details on issuing temporary cards.
Updated 3 months ago