PayForge Metal Card

 

Effective Date: Thursday 19 March 2026

 

This Lost Card Policy applies when your PayForge card is lost, stolen, damaged, not received, or compromised.

 

1. Immediate Action

 

If your card is lost, stolen, or compromised, you must notify us immediately through the card support channel shown in your account dashboard, mobile app, or website.

 

You should also immediately freeze or block the card through the available self-service tools, if enabled.

 

2. Reporting Requirements

 

When reporting a lost or stolen card, you may be required to provide:

(a) your full name;

(b) registered email address;

(c) mobile number;

(d) last four digits of the card, if known;

(e) date and approximate time the card was lost or stolen; and

(f) any suspicious transactions you have noticed.

 

We may require identity verification before acting on your request.

 

3. Liability for Unauthorized Transactions

 

Your liability for unauthorized transactions will be determined in accordance with applicable law, the card network rules, the card program terms, and the timing of your notice to us.

 

You may be responsible for transactions that occur before we receive and process a valid loss/theft notice, unless applicable law or card network rules provide otherwise.

 

4. Replacement Card

 

Where permitted, we may issue a replacement card after verification and approval. A replacement fee, shipping fee, and/or reissuance fee may apply as disclosed in our fee schedule.

 

Replacement cards are subject to:

(a) compliance review;

(b) availability;

(c) shipping and customs conditions; and

(d) the activation steps required by us.

 

5. Card Found After Reporting

 

If you later find a card that you previously reported as lost or stolen, you must not use it unless we expressly confirm in writing that it has been reactivated. In most cases, once a card is reported lost or stolen, it is permanently blocked for security reasons.

 

6. No Responsibility for Delays in Notice

 

We are not responsible for losses that occur because you delayed reporting the loss, theft, or compromise of your card or account.

 

7. Stolen or Suspicious Transactions

 

You must review your transaction history regularly and promptly report any unfamiliar or suspicious transaction. Failure to report suspicious activity promptly may limit your rights to a refund or dispute, to the extent permitted by law and card network rules.

 

8. Card Not Received

 

If your card is marked as delivered but you have not received it, you must notify us promptly. We may require a declaration, identity verification, shipping investigation, and/or reissuance request before replacing the card.

 

9. Delivery Risk

 

Once a card is shipped to the address provided by you, delivery risk and customs-related delay risk may pass to you to the extent permitted by law. You are responsible for providing a correct and secure delivery address.

 

10. Abuse and False Claims

 

If we reasonably believe that a lost card report is false, abusive, fraudulent, or made to evade a transaction or fee, we may reject a replacement request, suspend the account, or take other action permitted by law.

 

11. Contact for Lost Card Reports

 

Lost Card Support:

Emergency Freeze: