Lost or stolen M&S Credit Card? Here’s what to do:
If you’ve misplaced your M&S Credit Card or suspect it’s been stolen, don’t worry - just act quickly. You can freeze your card straight away in the app, which gives you a bit of breathing space to look for it and ensures no one else can use it. If you still can’t find your card, simply use the ‘report a card issue’ feature to order a replacement.
Freeze Card
- Once logged into the M&S Banking app, tap on 'Cards' at the top of the screen.
- Select the card you want to freeze.
- Tap 'Freeze card' - this will stay in place until you unfreeze it.
- To unfreeze your card, follow the same steps but tap 'Unfreeze card’.
Report a card lost, stolen or damaged
- Once logged into the M&S Banking app, tap on 'Cards' at the top of the screen.
2. Select the card you want to report an issue with.
3. Tap 'More' and select 'Report a card issue' from the list.
4. Follow the on-screen instructions to provide additional information.
5. Review the details and confirm we have your correct address.
6. Tap 'Confirm' and a new card will be issued.
Alternatively, if you’re registered for Internet Banking, you can report a card issue anytime by using the ‘Chat with us’ service.
Or you can call us on 0800 085 2411 from the UK or +44 1244 879080 if you're outside the UK. Our lines are open 24 hours a day, 7 days a week.
How to cancel a lost or stolen card
You can cancel a lost or stolen card, and order a new one, by calling us or by using the Chat option on Internet Banking and the M&S Banking App.
Can I still spend while I’m waiting for my new card to arrive?
Yes, you can use the M&S Banking App to continue to spend before you receive your new card in the post – you’ll still be able to collect M&S rewards points too. All you need to do is add your M&S Credit Card to your digital wallet via our app. You can then make contactless payments in person, and make payments in apps and online without the need for your physical card or PIN.
Set up your new card for Apple Pay >
Set up your new card for Google Pay >
How to dispute an unrecognised transaction
If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can. Learn more about MOBI.
You can 'Chat with us' via...
What else do I need to know...
*Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Will cancelling my card affect my Direct Debits?
Any payments set up from your credit card will be affected once the card is cancelled.
Can I still access my Internet Banking or Mobile Banking app if my card is cancelled?
Yes, you can still access all of your digital banking without any interruption. Your sign-in details for these services are not linked to your credit card.
What should I do if I find my card after reporting it lost or stolen?
Once your card is cancelled, it can’t be reactivated and your new card will already be on the way. You should destroy the card and dispose of it securely.
You can however use the M&S Banking App to continue to spend before you receive your new card in the post.
What happens if money was stolen from my credit card?
If you believe someone other than yourself has used, or tried to use, your credit card, call the number at the top of this page as soon as possible.
We will cancel your card and then your case will be handled by our experienced Fraud Team who will do their best to help you in this stressful time.