My VeraCash card was lost, misplaced or stolen. What do I do?

Two procedures are strongly recommended in these cases: you can either freeze it temporarily, or block it.

Freeze your VeraCash card quickly with just one click.

If you have misplaced your VeraCash payment card but expect to find it again later, you can put a temporary freeze on it from the “My VeraCash card” section of your VeraCash account.

This action will block any attempts to use your card to make a payment or a withdrawal.

Once you’ve found it, come back to this page to unfreeze your VeraCash card.

Block your VeraCash card

If you are certain though that your card is lost or stolen, you can have it permanently blocked. There are two ways to do this:

  • in the “My VeraCash card” section of your VeraCash account; or
  • via our contact form or by phoning us on +33 (0)1 80 88 61 00, Monday to Friday, 9 am to 6 pm CET.


A small charge will apply, as stated on our “Pricing” page. Make sure you have enough funds in your VeraCash balance to cover this.

If you notice any fraudulent transactions made with your VeraCash payment card, it is also very important that you notify our Customer Service team so we can create a dispute file for you. This will then be sent to our e-banking partner, Prepaid Financial Services, which is responsible for analysing the transactions. If fraud is confirmed, your VeraCash card account will be reimbursed within an average of two months.

Important: Online transactions are not covered (because the PIN number is not used).

Am I insured against the loss or theft of my VeraCash card?

No insurance is offered on the VeraCash payment card. As a result, you are not insured against its loss or theft.

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