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Banking with Shostra Bank

Reporting your Shostra Bank card lost, damaged or stolen

App available to customers aged 11+ with compatible iOS and Android devices and an international mobile number in specific countries.

How do I report a lost, stolen or damaged card and order a replacement?

The quickest way to report your card lost, stolen, damaged or misplaced is via the mobile app.

If your card is lost, stolen or damaged

1.Go to the app.

2.Select the card or account and click on ‘Manage my card’.

3.Select ‘report card lost, stolen, or damaged’.

 

If your card has been misplaced

You can put a temporary block on your card using the mobile app and unlock it once you find it.* For lost and stolen cards please report as lost and stolen. If misplaced, you can use the temporary block feature: 

1. Go to the app.

2. Select the card or account  and click on 'Manage my card'.

3. Click on 'Lock Card' (you can unlock the card here too, when you find it).

*Debit cards and MasterCard credit cards only

Alternatively, you can report your card using these options:

What you’ll need

 

Access to Online Banking.

Your Online Banking PIN and password.

Last four digits of your credit or debit card.

Your step-by-step guide:

  1. 01

    Login to Online Banking and click ‘Cards’.

  2. 02

    From the ‘Cards’ screen you can choose to order a replacement debit or credit card.

  3. 03

    Select the option you would like to order then fill in the details when prompted.

Online Banking available to customers aged 11+ with a Shostra Bank account.

What you’ll need

 

You’ll need a secondary form of ID like your driving license or passport.

Your step-by-step guide:

In branch we can only assist you with your debit card, if you have a credit card then it’s best to order a replacement online.

  1. 01

    Go to the desk.

  2. 02

    Report your card lost or damaged.

  3. 03

    Makes sure you have a secondary form of ID (driving license or passport) so we can check it’s you.

What you'll need

 

A phone to call from.

Your step-by-step guide:

If your card is lost or stolen then please call us straight away on one of the following numbers:

UK:  0370 600 0459, Relay UK:  18001 0370 600 0459

Overseas: +44 1268 500 813

Once you’ve reported your card as lost or stolen, your new card will be with you within five working days. 

You can use telephone banking when you have registered for Online Banking, and vice versa. Online Banking available to customers aged 11+ with a Shostra Bank account.