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Lost, Stolen, or Damaged Cards

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Announcement

The Lost/Stolen physical card process has been changed to use a new endpoint. The previous method using Modify Status is still supported, but the new endpoint is now the preferred method.

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

Alternatively, you can report cards as lost, stolen, or damaged using the CST.

See the Setting Up a Card Program 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 Card Statuses 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 PAN 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

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

You have these options for lost/stolen cards:

  • Mark the card as lost or stolen and at the same time trigger the process to issue a replacement physical card.
    • Use the Replace Lost/Stolen Card endpoint with cardStatus: L for lost or cardStatus: S 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 issue a replacement card later, use the Add Card endpoint.

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Note

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

Lost/stolen physical card process

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

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Warning

Cards marked as lost/stolen with card replacement can only be marked lost/stolen once and cannot be reactivated.

  1. The cardholder reports the card as lost or stolen.
  2. You call the Replace Lost/Stolen Card endpoint with these parameters:
    • accountNo: CAD of the card
    • cardStatus: L for lost or cardStatus: S for stolen
  3. The endpoint returns the PAN, CVV and expiry date for the replacement card.
  4. The lost/stolen card process:
    • Changes the card to status: L or status: S, which immediately deactivates the card.
    • Sends the LSCR: lost/stolen card with replacement event message.
    • Checks whether to charge a replacement fee (REP):
      • Charge the fee — Create a new card record in status: A
      • Do not charge the fee — Continue the procedure.
    • Waits for any replacement fees to be processed, and then changes the card status:
      • X — Set to emboss, for conventional cards
      • N — Active (normal), for Digital First cards (See Lost or stolen Digital First cards in the Setup for Digital First guide for additional steps you must take)
  5. When the emboss process runs, it creates an emboss record in status: Y, includes the emboss record in the batch file, and sends the SHIP: card_shipped event message.
  6. The embosser mails the replacement card to the cardholder.
  7. As necessary, 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.

Lost/stolen virtual card process

This process does not automatically 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: CAD of the card
    • type: 8 for lost or 9 for stolen
  3. The lost/stolen card process:
  4. You call the Add Card endpoint with these parameters:
    • accountNo: PAN or PRN of the lost/stolen card.
    • newAccountNo: Do not populate
    • prodId: Must be the same as the lost/stolen card
  5. The Add Card endpoint automatically activates the card upon creation and returns the new PAN, CVV, and expiry date.

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Note

If a lost or stolen card was in a mobile wallet, the replacement card does not automatically replace the card in the wallet. Either the cardholder must manually provision the replacement card to the wallet or you push-provision it. See Manual provisioning or Push provisioning in the Setup for Mobile Wallets guide for instructions.

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 (physical) or virtual card in the meantime. When the cardholder activates the personalized card, the temporary card is deactivated.

If the card is a Digital First card, the new virtual card is already available to use as soon as the old card is reported lost, stolen, or damaged. However, if the original card was in a mobile wallet, the card in the wallet is not automatically updated. You must push-provision the new card, or the cardholder must input the new card manually.

Updated 2 days ago