What should I do if my card gets lost or stolen?

If your card is damaged or worn out, you can request a replacement in Online & Mobile Banking. Just open Card Services and select your card to order a new one.

Your card will be sent to the address on your account, and you should receive it within 7-10 business days. New cards are mailed from our processor and we are unable to track them.

If you need a new physical card sooner, stop by any branch and we’ll get you on your way quickly.

Lost and Stolen Cards

If your card is lost or stolen, take action to protect your account and prevent fraud.

The fastest way to secure your information is through Online & Mobile Banking. Acting quickly helps stop unauthorized charges and limits your risk.

If your card is lost (you may find it):

• Use Card Controls in Online & Mobile Banking to temporarily turn your card off
• Retrace your steps and check common locations
• If you find your card, you can easily turn it back on

If your card is stolen:

• Report it immediately in Online & Mobile Banking
• We’ll block the card to prevent any new transactions
• Request a replacement card during the reporting process

If you don’t have access to Online & Mobile Banking, call us immediately at 800-666-0191.

What happens next

Once your card is reported, we’ll close it and issue a replacement card, which typically arrives within 7–10 business days. Please note:

• Cards can only be mailed to the address we have on file, and they will not be forwarded. If you need to update your contact information, follow these instructions.
• We are unable to provide tracking information from our card processor.
• Your old card will no longer work once it’s reported, and your replacement card will have new details.

In many cases, you can view your new card details right away in Online & Mobile Banking, so you can continue making purchases or add your card to your digital wallet without waiting for it to arrive.

If you need a physical card sooner, you can visit a Citadel branch to receive a new one in just a few minutes.

Be sure to update any recurring payments or subscriptions with your new card details to avoid service interruptions.

Stay Alert

Check your account activity

• Continue monitoring your account for unusual activity
• Report any charges you don’t recognize, even small ones
• Review your credit report any time for free in Online & Mobile Banking.

Take extra steps to protect yourself

• Turn on account alerts to track transactions in real time
• Use Card Controls in Online & Mobile Banking to manage your card anytime
• Be cautious of unexpected emails, calls, or texts requesting personal information

For more important information on how to protect yourself and your private financial information, check out our Security resources.