I ordered a card and it didn't arrive
Your card order may take up to 5 business days to process before being shipped. Once your card is ready for shipping, you'll see an estimated delivery date in the cards section.
If the estimated delivery date has passed
- Go to 'Home' on the bottom menu
- Tap the cards icon in the top-right corner
- Select the card you are expecting and tap 'Track delivery' to view the estimated delivery date
- If the delivery date has passed, select 'Re-order this card' to request a replacement. The first replacement is free of charge
- Create the new card's PIN and confirm the delivery address
If you need to reorder the card, confirm your address
Before placing your order, verify your address to avoid delivery issues. Common mistakes include:
- Incorrect postal code
- Missing door number
- Missing apartment number
Tracking information may not be available immediately after shipping. Allow an extra business day for the details to update in the app.
- Standard and Plus plan card delivery doesn't include a tracking number, but we provide an estimated delivery date
- Premium, Metal and Ultra plan customers can choose priority delivery and receive a tracking number once their card is dispatched