What should I do if my phone is lost or stolen? (Apple Pay / Google Pay)

To avoid any unauthorised transactions, you’ll need to remove the cards from your Apple Pay / Google Pay wallet or individually freeze them immediately.

Option 1: Login to your Apple / Google account and remove your cards from your digital wallet

Google Pay

The quickest option is to login to your Google account using another device (such as your computer) and remove all of your payment methods from your Google Pay wallet. With this option, you won’t be able to use your cards on any other device, but will still be able to use your virtual or physical cards. Instructions on how to do this can be found on Google's website here: https://support.google.com/pay/answer/7644063 

Option 2: Contact Airwallex customer support to suspend the cards in your wallet

You can also contact our customer support team, who will be able to help you disable the cards in your wallet on that device. With this option, you’ll be able to continue using your cards on other devices, online, or in-store (if you have a physical card).

To remove your cards from your digital wallet, call Airwallex customer support and choose the “Fraud, lost or stolen card or device” option. You’ll be asked to leave a voicemail with your name, business name, best contact number, and the last 4 digits of your card. Someone will be in touch within the hour to confirm any extra details needed and to confirm your cards have been disabled.

Anyone with your phone will not be able to reactivate your cards from the app.

Option 3: Freeze your Airwallex cards

  1. Login to your Airwallex account
  2. Select ‘Cards’ in the left menu
  3. Find the cards that you have added into your digital wallet
  4. Click the 3 buttons on the right and hit “Freeze card”
  5. Repeat the process for all of the cards you have on your digital wallet

Freezing your cards in this way will mean that you won’t be able to use them at all until they’re unfrozen. You can easily unfreeze your cards at any time, so if you’re concerned and can’t do Option 1 or 2, this is the best way to ensure your cards remain safe. You can always unfreeze your cards after completing Option 1 or 2.

For more detailed instructions on freezing your cards in your Airwallex account, please see this article: How do I freeze my card?

Anyone with your phone will not be able to unfreeze your cards from the app.

 

Can I reactivate the cards in my Apple Pay or Google Pay wallet if I find my lost device?

If you removed your cards from your Google / Apple Pay account

You’ll need to add them all again - don’t worry, it only takes a couple of minutes! See this article for further instructions: How do I add my card to Google Pay / Apple Pay?

If you asked Airwallex customer support to disable your cards

If you asked customer support to Delete the cards on this device, you’ll need to manually add them all again.

If you asked customer support to Suspend your cards however, simply get in touch again and request for them to be reactivated. Our team will need to complete an identity verification check before they can reactivate them, so please always be ready to provide your:

  1. Name
  2. Business name
  3. ID type we have on file
  4. ID number (passport / drivers licence) and expiry date
  5. Date of birth

If you’ve frozen your cards in your Airwallex account

If you’ve frozen your cards on the Airwallex platform, you can head back into your Airwallex account and unfreeze them in the same way.