If your debit card has been damaged, lost or stolen, freeze your card in the Kroo app right away and contact our Customer Support team via in-app chat or at help@kroo.com.

If you don’t have access to the Kroo app, please contact us via email so we can block your old card.

Please note that cards can only be delivered to UK addresses and delivery can take up to 3-5 working days.


It's been longer than 5 days - where's my card?

We’re really sorry you’ve not received your card yet. Deliveries usually take up to 3-5 working days. Unfortunately, things like postal delays are out of our hands, so we usually recommend allowing an additional 2-3 working days before we order you a replacement card.

If it still hasn't arrived after this time, please contact us and we'll look into this for you.


Is there a charge for replacement cards?

Prepaid e-money accounts

We don’t charge for replacement cards.

Personal current accounts

Your first two replacement cards are free, but the third and any subsequent card replacement in a 12-month period is subject to a £5 replacement fee. Please refer to our fees page for more information or contact our Customer Support team for further information.

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