Support
/
5 minute read
February 11, 2021

Managing Lost, Stolen, or Damaged Cards

Hidden

You might need to suspend, terminate and reissue, or replace a card if it is lost, damaged, or stolen. You can perform these actions on physical and virtual cards, as well as on any digital wallet tokens sourced from the affected card.

Note that the state of any digital wallet token is independent from the state of its source card and independent from all other digital wallet tokens, even if they share the same source card. For example, in order to suspend a card and two digital wallet tokens sourced from that card (say, one provisioned to a phone and one to a laptop), you would make three API calls — one for the card and one for each digital wallet token.

Stolen cards

If a card is stolen, you should terminate and reissue it.

To terminate a card, send a

POST
request to the
/cardtransitions
endpoint and set the
state
field to
TERMINATED
. Terminating a card terminates all cards that have the same PAN but does not terminate associated digital wallet tokens.

When reissuing a new card for a stolen card, the reissued card should have a new PAN, CVV2, and expiration date. Optionally, you can copy the PIN from the old card to the new card. You can also reassign all digital wallet tokens associated with the stolen card to the new card (this option eliminates the need to terminate the tokens and then provision new ones).

To reissue a card with a new PAN (and move the PIN and digital wallets tokens from the old card to the new card), send a

POST
request to the
/cards
endpoint. In the request, set both the
translate_pin_from_card_token
and
activation_actions.swap_digital_wallet_tokens_from_card_token
fields to the value of the old card’s
token
field.

You must also set the required

user_token
and
card_product_token
fields to appropriate values. Note that the digital wallet tokens are not reassigned until the reissued card is activated.

To terminate a digital wallet token, send a

POST
request to the
/digitalwallettokentransitions
endpoint and set the
state
field to
TERMINATED
.

Lost cards

If a card is lost, you should either suspend or terminate and reissue it. To learn about card terminations, see Stolen cards.

To suspend a card, send a

POST
request to the
/cardtransitions
endpoint and set the
state
field to
SUSPENDED
.

Suspending a card suspends all cards that have the same PAN but does not suspend associated digital wallet tokens (every token has a unique PAN).

To suspend a digital wallet token, send a

POST
request to the
/digitalwallettokentransitions
endpoint and set the
state
field to
SUSPENDED
.

To reactivate a suspended card or digital wallet token, send a

POST
request to the same endpoint used for suspending it and set the
state
field to
ACTIVE
.

Damaged cards

If a card is damaged, replace the card. A replaced card has the same PAN as the old card but a new CVV2 and expiration date. The damaged card does not need to be suspended or terminated immediately.

To replace a card, send a

POST
request to the
/cards
endpoint and set the
reissue_pan_from_card_token
field to the value of the old card’s
token
field. This action creates a new card with the same PAN as the old card but with a new CVV2 and new expiration date. All associated digital wallet tokens are reassigned to the new card when it’s activated.

Note
  • You do not need to set the

    translate_pin_from_card_token
    and
    activation_actions.swap_digital_wallet_tokens_from_card_token
    fields.

  • You can replace only the most recent in a chain of replaced cards.

  • You can tokenize only the most recent in a chain of replaced cards.

  • You can replace a card only to the original user.

  • You cannot replace a physical card with a virtual card.

  • You can replace a virtual card with a physical card.

Feedback on this page?

If you feel we can do anything better, please let our team know.