If you’ve lost your Custodia card, it’s important to take immediate action to protect your account and prevent unauthorized transactions. Follow the steps below to lock your card, inform a Custodia agent, and request a replacement.
Step-by-Step Instructions
Step 1: Lock Your Card
As soon as you realize your card is lost:
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Open the Custodia Mobile App or log in to the Web Portal.
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Navigate to the Cards section.
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Select the card you’ve lost.
- Tap or click “Lock Card” to disable any further usage.
**Please Note: Locking your card immediately prevents it from being used for any purchases.
Step 2: Reach out to Custodia Support
Once your card is locked, it is best practice to immediate inform our support agents
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Reach out to support@custodia.ai
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Tell the agent that you have lost your card
- Let the agent know that you have successfully locked the card
- Inform the agent of any potential fraudulent activity that you may have noticed
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Ask for a replacement card
Step 3: Activate Your New Card
Once your replacement card arrives please follow along with the instructions included in your shipment to activate your new card.
🛡️ Additional Tips
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If you suspect fraud, notify your finance or admin team immediately and check for unauthorized charges.
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Virtual card access may still be available in the Custodia App for most users
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If you recover your lost card, do not attempt to reuse it. Only use your replacement.
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