What to do if your credit card is lost or stolen

Follow the steps to report your lost or stolen card

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.

How to dispute if the transaction is still unrecognised

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:

  1. Sign in to the M&S Banking App
  2. Select 'Support'
  3. Then select 'Chat with us'

Internet Banking

You can 'Chat with us' within Internet Banking. Here's how:

  1. Sign into Internet Banking
  2. 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.

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.