My Client Card and or Credit Card is lost or stolen FAQs

My Client Card and/or Credit Card is lost or stolen FAQs

I misplaced my Client Card. How can I lock it?

If your Tangerine Client Card is misplaced, you can lock it until it turns up. Here's how:

1. Log in if you aren't already, and then select your Chequing Account

2. Click the 'Manage Card’ button

3. Under ‘Actions’ select the ‘Lock or Unlock’ toggle button and follow the prompts from there

If you’re on a mobile device, log in and select your Chequing Account, and then tap the 3 dots in the top right corner of the screen. Then tap 'Lock Card' and follow the prompts from there.

If you know your Client Card is lost or stolen, then request a replacement Card. Here's how:

1. Click your Chequing Account and select ‘Manage Card’

2. Select ‘Replace lost, stolen or damaged Card’ and follow the prompts from there

I misplaced my Credit Card. How can I pause it?

If your Tangerine Credit Card is misplaced, you can pause it until it turns up. Here's how:

1. Log in if you haven’t already and select your Credit Card

2. Click the ‘Pause Card’ button and follow the steps from there

If you’re on a mobile device, log in and select your Credit Card Account, and then tap the 3 dots in the top right corner of the screen. Then tap 'Pause Card' and follow the prompts from there.

This will stop any new activity on your Card from the date you select this feature.

Once it’s paused, if you can’t find your Card, please call us at 1-888-826-4374.

If you’re travelling outside Canada or the U.S., you can call us collect at 416-758-3139. We'll issue a replacement Card, and it should arrive within 5 to 7 days.

My Client Card and/or Credit Card is lost or stolen. What should I do?

Lost or Stolen Tangerine Client Card

If you know your Client Card is lost or stolen, then request a replacement Card. Here's how:

1. Click your Chequing Account and select ‘Manage Card’

2. Select ‘Replace lost, stolen or damaged Card’ and follow the prompts from there

If your Client Card is misplaced, you can lock it until it turns up. Here's how:

1. Log in if you aren't already, and then select your Chequing Account

2. Click the 'Manage Card’ button

3. Under ‘Actions’ select the ‘Lock or Unlock’ toggle button and follow the prompts from there

If you’re on a mobile device, log in and select your Chequing Account, and then tap the 3 dots in the top right corner of the screen. Then tap 'Lock Card' and follow the prompts from there.

Lost or Stolen Tangerine Credit Card

If your Tangerine Credit Card is lost or stolen:

1. Log in if you haven’t already and select your Credit Card

2. Click the ‘Pause Card’ button and follow the steps from there

If you’re on a mobile device, log in and select your Credit Card Account, and then tap the 3 dots in the top right corner of the screen. Then tap 'Pause Card' and follow the prompts from there.

This will stop any new activity on your Card from the date you select this feature.

Once it’s paused, if you can’t find your Card, please call us at 1-888-826-4374.
If you’re travelling outside Canada or the U.S., you can call us collect at 416-758-3139. We'll issue a replacement Card, and it should arrive within 5 to 7 days.

How long can I lock my Client Card for?

Your Card can remain locked until 2 months past your expiry date. After this, the Card will automatically be cancelled and you'll need to order a new one.

What transactions will be blocked if I lock my Client Card?

• In store debit purchases and/or refunds

• ABM transactions

• Visa* Debit transactions, including bill payments

• In-app and mobile wallet provisioning (adding a new card to Mobile wallet/App when current card is locked)

Transactions that will not be affected include:

• Pre-authorized payments set up using your Chequing Account Number

• Cheque-in deposits

• Payroll deposit

• Mobile wallet purchases, as long as your Card was added to your wallet before being locked

When I lock my Client Card, will this affect my joint Account holder’s Client Card as well?

No, only your Card will be affected.

How will I know my Client Card is locked?

When your Card is locked, a banner will appear in your Chequing Account letting you know your Card is currently locked. When locking or unlocking your Card, you'll receive an email along with a notification in your online Inbox.