What to Do if a Beneficiary Loses, Has Their Card Stolen, or Damages Their Card

What should you do if a beneficiary loses, has their card stolen, or damages their card?

This article is for administrators. If a card is lost, stolen or damaged, the beneficiary must take action themselves from their account. You do not need to order a card.

Who should report the card and order a new one?

Your beneficiary must:

1. Report the loss, theft or damage of their card from their account.
2. Order a new card themselves from their account.

For the full step-by-step process, send them the article My Swile card has been stolen, lost, or damaged – what should I do?.

What if the beneficiary’s account isn’t activated?

Your beneficiary will need to activate their account first. They can then report the loss, theft or damage of their card and order a new one themselves.

If needed, you can resend them the activation email from the Employees menu.

What rules apply to card replacements?

Who orders the new card? The beneficiary orders the card themselves from their account. As an administrator, you don’t need to do anything.

Is the benefits balance kept? Yes. The benefits balance is linked to the beneficiary’s account, not the physical card. It will remain when a new card is ordered.

Is there a charge for ordering a new card? No. Ordering a new card is free for your beneficiary.

Can another card be ordered? If your beneficiary already has another active card on their account, they won’t be able to order an additional card.