Replacements for physical cards that are damaged or lost in transit can be ordered directly through the Float web app.
Should I replace my existing card or cancel it and get a new one?
The replacement card process will issue a new physical card with the same card number but a new expiry date and CVV.
A replacement card is appropriate if:
- You have possession of your physical Float card but it has been damaged
- Your physical Float card was shipped but was never delivered
A replacement card is not recommended if:
- You do not have possession of your physical Float card (it has been lost or stolen)
- You notice fraudulent, unauthorized or otherwise suspicious activity on your card
If your card has been lost, stolen or you notice suspicious activity, see Lost or Stolen cards or Fraudulent activity below.
Who can issue a replacement card?
The "Order Replacement Card" action is only accessible to Administrators. Users with other roles should reach out to a Float Administrator at their business to request a replacement. Administrators will need to enter shipping information during the order process. Once the replacement has been ordered, you will receive an email notification.
Ordering replacement cards as an administrator
- Navigate to Cards > Physical > select the physical card you want to replace
- Click the three vertical dots in the top-right corner > Order a Replacement Card
- Enter the shipping information > click Order new card
- Your replacement card has been ordered and the card owner will receive an email notification
The old card will remain active until the cardholder receives and activates the replacement card.
Please ensure you edit your subscriptions to replicate the new expiry date and CVV, the old card will not work once the new one is activated.
Some Important Notes on Ordering Replacement Cards:
- You may pause the original card after creating the replacement, but do not cancel it, as doing so will render the replacement card unusable after shipment.
- If you don't see an "Order Replacement Card" option, it means your card is on an older issuing series. Cards from the older issuing series cannot have replacements ordered, so you will need to terminate the card and order a new one.
Lost or Stolen cards
If a card is lost or stolen, we recommend:
- Pausing the lost or stolen card immediately
- Cancelling the card
- Issuing a new physical Float card.
- Spenders can submit a Spend Request for a new Float card
- Administrators can directly create new physical Float cards
Fraudulent activity
If you notice suspicious, unauthorized or fraudulent activity on your card, you should not order a direct replacement. Instead, cancel the card and issue a new one.
For more information, see:
What to do if your Float card is used fraudulently or charged incorrectly