Lost Payment Card — What to Do Immediately

Payment card is missing — speed is crucial

A lost payment card is a serious situation that requires an immediate response. Unlike losing keys or sunglasses, every minute of waiting can mean financial damage. Here's the exact order of steps to take.

Step 1: Block your card immediately

This is the first and most important step — and you should do it right away, even while still searching for the card. There are several ways:

• Bank mobile app — fastest method, temporary block in seconds
• Online banking — card blocking option in settings
• Call the bank's customer service — number is usually on the back of the card or on the bank's website; available 24/7
• Visit a branch — slower, but an option if you don't have app access

Most banks in BiH (Raiffeisen, UniCredit, Sparkasse, NLB, Addiko and others) offer a temporary block option via app — the block is reversible if you find the card.

Step 2: Check your latest transactions

After blocking, immediately review your transaction statement. Look for any unauthorized charges. If you see suspicious transactions:

• Report them to the bank as a disputed charge (chargeback request)
• The bank is obligated to investigate and reimburse unauthorized charges
• Submit the request as soon as possible — complaint deadlines are usually 30-60 days

Step 3: Report the loss or theft to police

If you suspect the card was stolen (rather than just lost), report it to the police. A police report:

• Protects you from possible liability for misuse
• Helps with a reimbursement request from the bank
• Is required by some insurance policies

Step 4: Order a new card

Contact your bank and request the issuance of a new card. There are usually two options:

• Standard procedure: 5–10 business days, often free
• Urgent card: 1–3 days, with a fee (usually 10–30 BAM)

The new card gets a new number and CVV code — the old card is automatically deactivated.

Step 5: Update automatic payments

Once you receive the new card, don't forget to update the card details on all services where you had automatic payments:

• Streaming services (Netflix, Spotify, YouTube…)
• Online shopping (Amazon, eMagStory, Shoppster…)
• Utility services and subscriptions
• PayPal and similar services

What if you find the card after blocking it?

If you temporarily blocked the card via the app, you can unblock it — no need for a new card. If you submitted a request for permanent cancellation, the old card is unusable even if you find it — for security reasons, don't use it.

Prevention tips

• Install your banking app and activate push notifications for every transaction — you'll immediately know about unauthorized charges
• Use Apple Pay / Google Pay for everyday expenses — a phone is harder to lose than a card
• Write down the bank's customer service phone number somewhere separate from the card
• Consider a virtual card for online payments — losing the physical card doesn't affect online shopping
• Set a daily limit on your card — even if someone misuses it, the damage is limited