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Lost, Stolen or Compromised Cards

  • Updated

This help centre article will guide you through the necessary steps to take when your card has been lost, stolen or compromised. Learn how to protect your finances, report the incident, and prevent unauthorized transactions to ensure the security of your Float card.

The first thing you want to do when your Float card has been lost, stolen or compromised is to pause you card.

 

How to Lock Your Card

Spender/Manager:

  1. Log in to app.floatfinancial.com 
  2. Cards > My Cards
  3. To the right of the card, click the three vertical dots > Select "Lock Card"
  4. Your card will be locked with the note "Card owner locked this card"

In the event fraudulent transactions were made on the lost card, you can complete a transaction dispute by following the steps on this help centre article, "Disputing a charge on your Float card".


Administrator: 

As an Administrator, you will have the option to lock and unlock for all users. 

To Lock a card: 

  1. Log in to app.floatfinancial.com as an administrator/manager 
  2. Cards > Use filters to locate the card
  3. To the right of the card, click the three vertical dots > Select "Lock Card"
  4. The card will be locked with the message "Card locked by Admin"

To unlock a card:

  1. Log in to app.floatfinancial.com
  2. Cards > Use filters to locate the card
  3. To the right of the card, select "Unlock Card"

 

Cancelling a Card

If the card is confirmed lost, stolen or compromised, an Administrator should cancel the card as soon as possible.

  1. Log in to app.floatfinancial.com as an Administrator
  2. Select "Cards" on the left sidebar
  3. Select the card you wish to cancel
  4. On the top right corner of the card page, click the button with three vertical dots 
  5. Select "Cancel Card" from the dropdown menu
  6. Enter the last 4 digits of the card and select "Cancel Card".  This cannot be undone.

Cancelled cards will be visible in the Cards > Cancelled section of the cards page. Transactions from cancelled cards will still appear on the Transactions page. 

To cancel a card that has not yet been activated, please reach out to support@floatfinancial.com.

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