This article walks you through the steps to take when you need to report lost, stolen, or damaged physical Spend cards:
Report lost or stolen cards on the Cledara platform
Report damaged cards on the Cledara platform
To know how to report card incidents in the Cledara mobile app, visit this article.
If your Spend card is lost or stolen
As soon as you become aware that your Spend card has been lost or stolen, please report it on the platform by clicking the relevant button:
Once you have reported the card lost or stolen, it will be permanently closed.
A Spend Admin can create a replacement card as soon as the original card is closed.
If you have any other Spend user role, you can request a Spend Admin on your account to order a replacement card for you. They will receive an email asking them to open the platform and create the new card.
The replacement card will have the same label name (e.g. coffee card, lunch card), the same cardholder name, and the same spend limits. When creating the replacement card, the Spend Admin can set the delivery address themselves, or delegate this to the cardholder. The cardholder will receive an email letting them know their replacement card has been ordered and asking them to confirm the card.
When you receive your replacement card, please activate it in Cledara, and you can resume making payments!
If your Spend card is damaged
You can report a damaged Spend card by opening the card and clicking Report damaged:
Clicking this button allows you to request (or, if you are a Spend Admin, create) a replacement card.
While the replacement card is being issued to replace your damaged card, your original card details will remain valid, and you can continue to make card-not-present transactions (i.e. online payments and payments using your virtual wallet).
The replacement card will have the same label name (e.g. coffee card, lunch card), the same cardholder name, and the same spend limits. When creating the replacement card, the Spend Admin can set the delivery address themselves, or delegate this to the cardholder. The cardholder will receive an email letting them know their replacement card has been created and asking them to confirm the card.
The original (damaged) card needs to be active in order for you to confirm a replacement card.
If the card is inactive, as the cardholder, you will not have the option to confirm your replacement card.
Once you've received and activated your replacement card, Your old card details will no longer be valid, so make sure to update your card details if you've added the original card to your wallet before.