Lost, Stolen or Damaged SecureSpend Card: What to Do

Losing a prepaid card can feel like losing cash, and with an unregistered card that is often close to the truth. What you do in the first hour matters. This guide gives you a clear plan for a lost, stolen or damaged SecureSpend card, explains what affects whether you can recover your balance, and shows you how to prepare now so a future loss is easier to handle.

What to do immediately

1. Search quickly, but don't wait long

   Check the obvious places: your wallet, bag, car and the last store you used it in. If it isn't found within a short time, treat it as lost.

2. Check your balance and transactions

   If you have an online account, sign in on the official site and look for any purchases you didn't make. Take screenshots.

3. Call customer service and report it

   Tell them the card is lost or stolen and ask them to block or freeze it right away. Note the date, time, representative's name and any reference number.

4. Report unauthorized transactions

   List every transaction you didn't make. Ask how to formally dispute them and whether anything must be submitted in writing.

5. Ask about a replacement

   Ask whether a replacement card can be issued with your remaining balance, how long it takes, and whether a fee applies. Verify on the official site

6. Update anything linked to the card

   If the card was used for subscriptions or online accounts, update them with your new card once it arrives.

What affects whether you can recover the balance

Recovering your money isn't guaranteed. These factors usually matter most:

• Registration. If the card is registered in your name, the issuer can verify that you're the cardholder. An unregistered card can be very hard to prove ownership of.
• Card type. Under the federal prepaid rule, Regulation E error-resolution and limited-liability protections generally apply to prepaid accounts, and for many products they apply in full only once the account is registered. Gift cards fall under different federal rules.
• How quickly you report it. Under Regulation E, the amount you can be held liable for generally grows the longer you wait to report a lost card or unauthorized transfers. Report as soon as possible.
• Proof of purchase. A receipt showing the card number or load amount strengthens your case.
• Your Cardholder Agreement. It sets out the issuer's specific policy on lost cards, replacements and disputes.

This is general information, not legal advice. Ask customer service which protections apply to your specific card. Verify on the official site

If you think the card was stolen or skimmed

Theft isn't always physical. Card numbers can be stolen through tampered packaging in stores, fake balance-checker websites, skimming devices or phishing messages. If you still have the card but see transactions you didn't make:

• Report it to customer service right away and ask for the card to be blocked and replaced.
• Think about where you recently entered the card number. If it was a site you reached from a link, it may have been a fake.
• Report fraud to the Federal Trade Commission at ReportFraud.ftc.gov (opens in a new tab).
• If you have a dispute you can't resolve with the issuer, you can submit a complaint to the Consumer Financial Protection Bureau (opens in a new tab).

See our security guide for how these scams work.

If the card is damaged

Cards get bent, cracked, demagnetized or worn out. Signs that a card is failing include repeated "card read error" messages, a chip that won't insert properly, or a card that only works when tapped or keyed in. In that case:

1. Check your balance on the official site so you know what's on the card.
2. Contact customer service to request a replacement, and ask whether the balance carries over.
3. Keep using the card for online purchases, if it still works, while you wait, because they use the printed numbers rather than the chip.
4. Once the replacement arrives and works, destroy the old card by cutting through the number and chip.

What to say when you call

Calls go faster when you're prepared. A simple script:

1. "I'm calling to report that my prepaid card was lost / stolen on or around [date]."
2. "Please block the card immediately."
3. "These are the transactions I don't recognize: [date, merchant, amount]."
4. "What is my current balance, and can it be moved to a replacement card?"
5. "Is there a fee for the replacement, and how long will it take?"
6. "Do I need to submit anything in writing for the disputed transactions, and by when?"
7. "Can I have a reference number for this call?"

Customer service may ask you to verify your identity with the details you registered. They should never ask for your PIN. If someone calls you claiming to be customer service, hang up and call the official number yourself.

Keep a record of everything

Disputes and replacement requests can take time. Keep a simple log with the date and time of each call, the agent's name, reference numbers, what you were told, and copies of anything you sent or received. If the issue isn't resolved, this record will help you escalate, for example by filing a complaint with the Consumer Financial Protection Bureau.

If you find the card after reporting it

Once a card has been reported lost or stolen, it is usually permanently blocked, and finding it doesn't reactivate it. Use the replacement card, and destroy the old one. If you haven't yet received a replacement, call customer service to check the status.

Prepare now: a five-minute safety routine

Most of the pain of a lost card comes from not having the information you need. Spend five minutes now:

• Register the card on the official site. See our registration guide.
• Save the customer service number in your phone contacts.
• Photograph the receipt and keep it in a secure place.
• Write down the last four digits of the card number somewhere separate from the card. Never store the full number, security code and PIN together.
• Turn on alerts if the program offers them, so you hear about unexpected transactions fast.

If you received the card as a gift

Ask the person who bought it for the receipt. If the card was registered in their name, they may need to help with the report. For future gifts, recipients should register the card in their own name as soon as they receive it.

After the replacement arrives

When your replacement card arrives, activate it if required (see our activation guide), confirm the balance carried over, and update any merchants that had the old card on file. Keep your notes from the lost-card report until any disputed transactions are fully resolved.