Lost and Stolen Bank Cards
If your bank card is lost or stolen, you should act quickly to minimise potential damage. Here we provide you with information about what to do in the event of card loss or theft in an EU member state.
Lost your Bank Card? Block your Card immediately!
As soon as you notice that your card is missing, contact your bank or card provider to block it. For liability purposes, it is essential to consider the time frame in which the theft/loss is reported to your bank.
These international cancellation hotlines are accessible from any EU state:
- +49 116 116
- +49 30 4050 4050
Beware: Some banks do not provide the international cancellation hotline service. Please consult your bank in advance and take down the relevant phone number to block your card.
As an alternative, credit card companies offer their own lines:
| MasterCard | +1 636 7227 111 (except from the US) |
| Visa | +1 410 581 9994 |
| American Express | +49 69 9797 2000 |
| Diners Club | +1 303 799 1504 |
You will need to enter the following information in order to block your card:
- Name of the account holder
- Account number or IBAN
- Bank code or BIC
Document the loss or theft of you bank card
Write down when and where you noticed the card was missing and when your card was blocked.
If your card was stolen, report the incident to the police immediately and request a written certification.
Lost and stolen Bank Card: Liability
Your liability before reporting the issue:
You may be liable for unauthorised transactions only up to a limited amount before reporting the loss. If someone makes money transfers with a stolen card before the loss or the theft has been reported, the account holder is liable for a maximum amount of 50 € (under EU law PSD2).
Provided that:
- you did not act fraudulently, and
- you did not act with gross negligence
Some banks offer exemption from liability. Take a look at the general terms and conditions to know what you are liable for in the event of theft or loss.
Your liability after reporting the issue:
Once you have reported the loss and you card has been blocked, you are not liable for any unauthorised transactions. Your bank must refund generally any losses.
Exception: Gross Negligence
Problems arise when the damage is caused due to gross negligence. This is the case for example, when:
- keeping your PIN code on a Note together with your card
- you wrote down your PIN code on the card
- sharing you PIN with others
Additional advice
- Regularly check your bank account.
- Enable transaction notifications in your banking app on your phone
- Keep emergency contact numbers accessible.
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Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.
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