Loss of Payment Card
How to ensure your money is safe as soon as possible
What to do when you lose personal items
to the police as soon as possible
then let us know
to which lost keys belong
What to do when I lose my card?
- If you are not 100% sure that your card is safe, permanently block it as soon as possible. Once permanently blocked, you will no longer be liable for the card payments made (but please notify us immediately of suspicious payments).
- The fastest way to permanently block your card is in the ČSOB Smart app (Cards > Block card). After permanent blocking, we will automatically issue you a new card.
Don't have CSOB Smart by your hand? Call +420 495 800 111 and report the loss of your card to our colleagues.
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Temporary or permanent blocking?
If you know you have only misplaced your card and it will soon be found, it can be temporarily blocked in Internet Banking or in ČSOB Smart in the Cards section. Once you find the card, you can re-activate it by yourself.
Warning: When you temporary block your card you are still liable for any performed transactions.
When to choose permanent blocking?
If you don’t know if you have lost or just misplaced the card, permanent blocking is recommended, as you are then no longer liable for any unauthorised transactions. Permanent blocking can only be done at ČSOB Smart or by calling +420 495 800 111.
How does blocking work?
- In case of permanent blocking (during a phone call to +420 495 800 111 or permanent blocking via ČSOB Smart) we will block the original card You can ask for a new card during the blocking process
- You will find your card´s PIN in Internet Banking or ČSOB Smart
For the collection of a new card at a branch you will need valid ID or a passport. If you lost these documents, you may have the card sent to your Czech address over Czech Post mail service.
If necessary, a card can be issued in express way to a branch within 3 working days.
What should I do if I lose my card abroad?
Report the loss of your card on +420 495 800 111 (the same number for loss in the Czech Republic) or block your card in Smart app.
And you don't have to wait for your card to arrive physically. You can start paying with your mobile phone or smartwatch right away. Directly from the ČSOB Smart app, you can send your card to Apple Pay and Google Pay with one button.
For Garmin Pay or Xiaomi Pay, you need to display your card details in CSOB Smart and rewrite them directly into Garmin Connect or Zepp Life or Mi Fitness.
If your card is insured
Is your card protected by Loss and Theft Insurance? The costs for lost keys, a wallet, documents or mobile phone can be refunded at any branch. If you find an unauthorised transaction on your account after you have permanently blocked your card, make a complaint at any branch.
What if I need cash and cannot withdraw money with a card?
Visit any branch and take with you:
- A passport or driver’s licence
- Birth certificate and ID with a photo
You can also transfer money to another account from which you can withdraw it. Submit the transfer in Internet Banking, in the ČSOB Smart mobile app or directly at a branch with a paper order and your signature.
I need to permanently block a card
- To permanently block your card, log in to CSOB Smart mobile banking and click on the Cards button in bottom menu.
- Select a specific card and then Block.
- Select Block permanently. Option Temporary Block is to be used only if you have just misplaced the card and it has not fallen into unauthorised hands.
- Fill in why you need to block the card and confirm Continue.
- Confirm with the Smart Key.
- You will automatically proceed with ordering a new replacement card. It will take over all settings (limits, phone number, PIN if applicable) of the blocked card.
- Choose where to send the new card.
- Confirm your request for a new card with the CSOB Smart Key.
What to do when I lose my personal items?
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Lost documents
Immediately report the loss to the Police. Then ask for new documents as soon as possible. Remember to take an up-to-date photograph for the new documents.
- Personal ID card
The Police ceased to issue a confirmation for your lost ID; apply for a new one at a Municipal Office with extended authority or at a Registry office within 15 days. For a fee you can have ID issued within 24 h or 5 days. - Health Insurance card
Report the loss to your health insurance company within 8 days and ask for a new card - Driver’s licence
The Police will issue a confirmation of the driver’s licence loss, theft, damage or destruction, which is valid for 30 days in the Czech Republic. You have to apply for a new licence at the same time. - Traffic cards (Lítačka, In Karta, etc.)
Do not forget to ask for a copy.
TIP: If your lost card is insured against loss and theft, the costs of new documents might be covered by the insurance.
Loss of a mobile phone or smartwatch
If you use Internet Banking or CSOB Smart, your telephone number is used to confirm payments or for signing into the system. Therefore, a lost mobile phone must be reported to us.
Let us know even if you lose your mobile phone or smartwatch you use to pay via Apple Pay, Google Pay, Garmin Pay or Xiaomi Pay.
What should you do as soon as possible?
- Block your SIM card
Call your operator and block your number, ask for a copy of the SIM card, and notify us about any telephone number changes. - Block ČSOB Smart
Call +420 495 800 111 and block the mobile app. - Block your smartphone
If your smartphone has this function, block it in the account management section. If your mobile is not protected by a password, change all your e-mail and social network passwords if you have ever used them on the lost mobile telephone. - Erasing a digitized card from a mobile phone or smartwatch
Call 495 800 111 and we will remotely wipe our payment cards from lost smart devices.
TIP: If your lost card is insured against loss and theft, the lost mobile phone might be covered by the insurance.
Lost keys
Replace your locks as soon as possible, particularly if you lose paperwork with your home or work address together with the keys.
Contact your insurance company’s assistance service. They will help you find a locksmith.
Assistance service numbers:
| ČSOB Pojišťovna | +420 222 803 442 |
| Allianz | +420 241 170 000 |
| Uniqua | +420 800 120 020 |
| Generali Česká pojišťovna | +420 841 114 114 |
| Kooperativa | +420 266 799 779 |
| AXA | +420 292 292 292 |
| Česká podnikatelská pojišťovna | +420 957 444 555 |
TIP: If your lost card is insured against loss and theft, the lock replacement might be covered by the insurance.
How to get a card as soon as possible?
You do not have to wait for the delivery of a new plastic card. If you have applied for a new card after losing the previous card, you can immediately view card details in the ČSOB Smart application. In the Payment Cards section, you will find the number, validity, and security CVV / CVC code. Those you can enter to Apple Pay, Google Pay, Garmin Pay or Xiaomi Pay digital wallets for mobile or smart watch payments. You can also use these card data to pay at payment gate of e-shops.
We will deliver the new plastic card within 8 days, in the case of express issuing within 3 days (however, this is a paid service).
TIP: If you had your original (and perhaps lost) card loaded in Apple Pay, Google Pay, Garmin Pay or Xiaomi Pay, blocking the plastic card will also block the cards in these mobile devices. Only after the newly issued card has been activated can you also use it again in Apple Pay, etc.
Pricelist
| Selected services and transactions | Fees |
|---|---|
| Permanent/Temporary card blocking | Free of charge |
| Repeated issuance of PIN in printed form (not applicable for ČSOB Premium Account and Premium Card) | CZK 90 |
| PIN display in Internet Banking or ČSOB Smart | Free of charge |
| Express provision of payment card (within 3 business days) | CZK 1 500 |
| Renewed provision of a payment or credit cards / sticker (loss, theft, premature renewal, etc.; does not apply to the provision of an Image card) | CZK 300 / Free of charge |
The fees listed in this section are taken from the applicable full version, which is available in our Pricelist.
Documents for downloads
Remaining documents for download can be found on this webpage (in Czech only).
What could be interesting for you
Card Loss and Theft Insurance
With Card Loss and Theft Insurance you do not have to worry about the misuse of your items.
- We will protect your personal belongings that you normally carry with you
- We will also refund your costs for the replacement of keys, wallet, mobile, documents or lost cash
Card Travel Insurance
If you often travel abroad, consider a convenient travel insurance on the card.
- You do not have to arrange new travel insurance before every trip
- It is valid for the whole period of validity of the card and will be cheaper than separate insurance