If your Advanzia Mastercard is physically broken (cracked chip, snapped card, unreadable stripe, or damaged contactless antenna), do not keep using it. Follow these steps in order.
Step 1 — Stop using the card today
- Do not insert a cracked chip into ATMs or terminals.
- Do not try to peel or repair the card yourself.
Step 2 — Block the damaged card in online banking or the app
- Log in to Advanzia online banking or open the mobile app.
- Go to Card → Block card (or Report damaged card).
- Confirm block. Note the confirmation reference on screen.
If you cannot log in, call customer service using the number on the back of your letter or Advanzia customer service.
Step 3 — Order a replacement
- In the same menu, select Order replacement card.
- Confirm your mailing address is correct before submitting.
- Standard delivery is typically 7–10 business days (region may vary).
Step 4 — While you wait
| Situation | What to do |
|---|---|
| You need to pay online | Use another payment method until the new card is active. |
| Recurring subscriptions on the old card | Update merchant details once the new card arrives and is activated. |
| ATM or shop says “card error” | Expected on a damaged card — wait for replacement; do not force the card. |
Step 5 — Activate the new card only
When the replacement arrives, activate it using the link in the letter or in the app. Destroy the broken card (cut through the chip).
Need help now? Open a support ticket with subject “Damaged card — replacement” and include your customer number and date the card stopped working.
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