What is the first thing to do if your card is lost or stolen?
If your M&S Credit Card is lost or stolen, you’ll need to call us to report this as soon as
possible.
Call us straightaway on 0800 085 2411 or +44 1244 879080 from abroad. 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...
Mobile banking app
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
Our Chat service is here to help you all day, every day, so you can contact us at
a time
that suits you. MOBI, our chat bot, will try to help you first, and if you need
further
assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon
as
they're available. This means you're able to get on with your day and we'll send
you a
notification* when we have responded to your query, for you to read at a time
convenient
for you.
* M&S Banking App
How do I start a chat?
Once you've accessed the 'Chat with us' via either the M&S Banking app or
Internet
Banking, you can then go ahead and start your chat. When asking your question,
keep
it
to a few words and straight to the point.
Here are a couple of examples:
- I would like to activate my card
- How can I check my PIN?
- How do I make a payment?
- When will I receive my Loyalty reward vouchers?
If MOBI is unsure what the question is, MOBI will ask some simple questions to
help
get
you the right answer or transfer you to chat to an agent.
Meet MOBI
If you're new to MOBI, our virtual assistant, or if you're unsure about how chat works,
you can take our guided tour. Simply type "Get me started" in the chat, and MOBI will
demonstrate how to ask questions and how they'll be answered, helping you become more
comfortable using chat in the future.
What can I do via 'Chat with us'?
With over 80 help topics, MOBI can help you with most of your day to day banking
queries. If you need further help, MOBI will transfer you to agent who'll be
able to
support you further.
We can help via 'Chat' the same way we can over the phone with most* queries,
whether
that's looking for help disputing or recognising a transaction, requesting a
settlement
figure on your loan, information on your statements and balances or amending
your
Direct
Debit amount, among many others, and we're here 24/7 when you need us.
How long can I view my chats for?
Your chat history will be stored securely in the banking app and Internet Banking and be visible for 13 months.
*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.
