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.

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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.
    • Use the Modify Status endpoint with type: 3 for lost or type: 4 for stolen.
    • Do not use this method for virtual-only cards.
  • 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 or type: 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 or 4 later.

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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.

  1. The cardholder reports the card as lost or stolen.
  2. You call the Modify Status endpoint with these parameters:
    • accountNo: PAN or CAD of the card
    • type: 3 for lost or 4 for stolen
  3. The lost/stolen card operation:
    • Changes the card to status: L or status: 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.
  4. When the emboss process runs, it creates an emboss record in status: Y.
  5. When the emboss record is included in the batch file, Galileo sends the SHIP: card_shipped event message.
  6. The embosser mails the replacement card to the cardholder.
  7. 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.
  8. The lost/stolen card retains status: L or status: S.

Lost/stolen virtual card operation

This operation does not issue a replacement card.

  1. The cardholder reports the card as lost or stolen.
  2. You call the Modify Status endpoint with these parameters:
    • accountNo: PAN or CAD of the card
    • type: 8 for lost or 9 for stolen
  3. The lost/stolen card operation:
  4. 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 card
    • newAccountNo: Do not populate
    • prodId: Must be the same as the lost/stolen card
  5. 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 card
    • type: 7
  6. The lost/stolen card retains status: L or status: 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.


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