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Lost, Stolen and Damaged Cards

Last updated on Sep 30, 2025

Learn what to do if your card is lost, stolen or damaged, including how to secure your account

Immediate Actions to Take

If your card is lost or stolen:

  • Check your recent transactions for any unusual activity

  • Freeze your card immediately through the Kixy app or website

  • Report any suspicious transactions to our Customer Support team

  • Order a replacement card if needed

Accessing Card Security Features

To manage your card security:

In-App or Website

  1. Open your Kixy app or head to app.kixy.com

  2. Tap on Accounts

  3. Select the card icon in the top right corner

  4. Tap Manage Cards

Securing Your Card

Temporary Freeze

For added security, you can freeze your card at any time in-app or through our website:

  1. Open your Kixy app or head to app.kixy.com

  2. Tap on Accounts

  3. Select the card icon in the top right corner

  4. Tap Freeze

  5. Your card will be temporarily blocked from all card transactions

  6. Tap Unfreeze when you want to use your card again

Replacing Your Card

When you need a replacement, tap Replace Card in the Manage Cards menu. You'll have two options:

New Card Number

Choose this option if:

  • Your card is lost and you can't find it

  • Your card has been stolen

  • You suspect fraud

  • You want maximum security

This will issue a completely new card with a new card number and expiry date. Your current card will be terminated immediately for your security. You may need to update any existing subscriptions or stores of your new card details when it arrives.

Same Card Number

Choose this option if:

  • Your card is damaged

  • Your card isn't working properly

  • Your card has expired

This will issue a new card with the same number but an extended expiry date. Your current card will be terminated when the replacement is issued.

Please note: Card replacement fees may apply

Terminating Your Card

If you want to cancel your card without receiving a replacement:

  1. Go to the Manage Cards menu

  2. Select Terminate Card

  3. Confirm your decision

This will permanently deactivate your card, and no new card will be issued. If you need a new card later, your order one through the app by tapping on Add Card