Lost or stolen card or device?

 

Follow the steps below to report your card lost or stolen and protect your digital wallet.

 

Important: Never share your one-time passcode with anyone, even if they say they are from Vanquis. To find out more about a one-time passcode, visit this FAQ.

Report your card

You can report your card lost or stolen with the Vanquis App or by calling us:

 

Use the Vanquis App

  1. Open your app and go to the 'More' tab
  2. Choose 'Manage my card' and report your card lost or stolen
  3. Follow the onscreen instructions

Call our lost and stolen line

Open 24 hours a day.

 

Lost or stolen device: Google Pay and Apple Pay

Android users - Google Pay:

If you ever lose your Android device or it gets stolen, you can take control and ensure peace of mind. With Find My Device, you can easily locate, lock, or erase your device from a distance. Safeguard your information by visiting Find My Device.

 

iOS users - Apple Pay:

Apple device users can protect their credit card with just a few taps. Use the Find My app to activate lost mode, which suspends Apple Pay transactions. Stay in control and secure your data by visiting Find My app.

 

If you suspect unauthorised use, cannot locate your device, or if your security details are compromised, take immediate action. Contact us at 0300 004 0456*, and our dedicated team will quickly deactivate your Vanquis credit card on the device, ensuring the safety of your card information.

 

Criminals are pretending to be Vanquis

Criminals are targeting our customers and pretending to be our Vanquis colleagues. They are trying to persuade you to share important security details like your credit card details or your one-time passcode, so they can steal your money.

 

We may send you a one-time passcode if you register for the Vanquis App, for Online Banking or if you register your card for Apple Pay or Google Pay. But, if we contact you by text, phone or email, we will never ask you to share the one-time passcode, your credit card number, CVV or your PIN number. You should only type your one-time passcode into our mobile app, online banking, Apple Wallet or Google Wallet using a secure device have in your possession at the time.

 

Vanquis will never ask you to download any additional software or apps, only criminals will ask you to do this as it would allow them to view your device content or your Vanquis app.

 

Criminals spend hours researching you for their scams, hoping you'll let your guard down for just a moment. Stop and think. It could protect you and your money.

  1. Stop: Taking a moment to stop and think before parting with your money or information could keep you safe. Never share your card details, PIN or one-time passcode with anyone, not even Vanquis staff.
  2. Challenge: It is ok to reject, refuse or ignore requests. Only a criminal will try to rush or panic you.
  3. Protect: Contact us immediately if you think you are a victim of a scam and provided your card information of OTP.

 

To find out more information about fraud and scams you can visit www.vanquis.co.uk/fraud.

 

Check your statement using the Vanquis app or Online Banking if you do not recognise a transaction, check out our Unrecognised Transaction page and if you still don't recognise it please call us on 0330 099 3000*.

 

Don’t forget to keep your contact details up to date with us as we may contact you to ask you to verify a transaction. If you have a mobile number and haven’t provided it to us you can add this in the Mobile App.

 

See our opening hours and call charges*