FAQ
Lost, Stolen, or Damaged Cards
The short answer
If a card is lost or stolen, contact Dolly right away so the old number can be turned off and a new card issued. If a card is damaged or expiring, the replacement keeps the same number. The current card keeps working until you activate the new one, as long as it still works at all.
Say something the same day
A missing card can be used until it is turned off. Email support@dollycard.com or call 1 (508) 203-6861 as soon as you know it is gone. Say whether it was lost, stolen, or damaged, and whether it is the plastic card, the copy in Apple Pay or Google Wallet, or both.
If you are not sure it was stolen, still call. Dolly can pause the card while you look. A paused card can be turned back on. A card reported stolen is canceled and replaced.
What kind of replacement you get
| What happened | The card number | What you should do |
|---|---|---|
| Lost or stolen | You get a new number, a new expiration date, and a new security code. The old card stops. | Contact Dolly immediately. Update any merchant that had the old number saved. |
| Damaged | The number stays the same. The replacement has a new expiration date and security code. | Keep using the old card if it still works. It stops when you activate the new one. |
| Expiring | The number stays the same. The replacement has a new expiration date and security code. | Ask Dolly for a replacement before the date on the card. Activate it when it arrives. |
Saved payments and the phone wallet
When the number does not change, merchants who saved the card usually keep charging it. When the card was lost or stolen, the number changes on purpose, and those merchants are not given the new one. You will need to enter the new card anywhere the old one was saved.
The copy in Apple Pay or Google Wallet is the same card. Canceling the card turns that copy off too. If the phone is lost and the plastic card is not, still contact Dolly. The wallet can be used until the card is turned off.
While you wait for the new card
- A virtual card can go to a wallet in seconds if the crew member needs to keep spending today.
- A physical replacement ships from the United States. Priority inside the U.S. is about 2–3 business days. See the shipping FAQs for speeds and where a card cannot be mailed.
- Purchases already approved can still post on the old card. Turning it off stops new swipes. It does not erase a hold that is already there.
Frequently asked questions
- I lost the card but I might find it. Can you just pause it?
- Yes. Ask Dolly to pause it. If it turns up and nothing looks wrong, it can be turned back on. If you report it stolen, the number is canceled and you get a new card.
- Will my subscriptions move to the new card?
- If the card was replaced because it was damaged or expiring, the number stays the same and saved payments usually keep working. If it was lost or stolen, the number changes and those merchants are not updated. Enter the new card with them yourself.
- The chip stopped working. Do I need a new number?
- No. A damaged card is replaced with the same number. Use the old card until the new one arrives and you activate it, if the old card still works at all.
- Does Dolly replace expiring cards automatically?
- Ask Dolly for a replacement before the date printed on the card. The new card keeps the same number. The current card works until you activate the replacement.
Keep reading
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