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If a Cardholder contacts you about a lost or stolen card, you can order the replacement yourself from the Dashboard. Cardholders can’t order replacements themselves, so they don’t need to call PEX support.
  1. If you suspect the card has been lost or stolen, block the card immediately in the Dashboard
  2. Open the Cardholder’s Card details page and click More options > Replace card
  3. Select Lost or stolen as the reason — the current card is closed as soon as you confirm the order and can no longer be used
  4. Confirm the shipping address and choose a delivery method: First Class Mail (10–15 business days, no charge), Priority Mail ($10 - 4–8 business days), Expedited ($55 - 5 business days) or Rush ($70 - 4 business days)
  5. Click Confirm
See How to replace a card from the Dashboard for step-by-step instructions.
Notes:
  • PEX ships to all of the 50 states and is unable to ship internationally or to US territories (Puerto Rico, Guam, US Virgin Islands, etc.)
  • We recommend keeping Cardholder addresses up to date to ensure timely delivery
  • Card order shipping estimates do not include the day the card order is placed
  • If you don’t see the Replace card option, check that you have the required permissions (see Who can replace a card) or call Administrator Support at (+1) 866-685-1898 (see Contact Administrator Support)
Replacing a card as lost or stolen disrupts service for the Cardholder, as the old card will no longer be authorized for purchases, and the 16-digit card number changes. Any recurring payments set up on the old card number will decline. If the Cardholder finds the old card after a new card is issued, instruct them to destroy it by cutting it in half or shredding it. Once you receive the card(s), activate the new card(s) from the Dashboard. See How to Activate Replacement Cards for details.
Important:Please immediately check the transaction history for the lost or stolen card. If you believe there are fraudulent transactions, please see: How to Dispute a Transaction and Disputed Transactions.
Last modified on October 21, 2026