If your debit card has been damaged, lost, or stolen, you can reorder your card in-app right away, and where applicable we will freeze your card immediately. Just follow these simple steps:

1. Open the Kroo app and navigate to the card icon in the top right corner.
2. Tap the 'Card replacement' option.
3. Select the reason to replace your card.
4. Follow the steps in the app. We might charge a replacement fee if you have reached your free card limit.
5. Before reordering the card, the app will ask you to confirm your identity by biometrics or password.

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, you can reorder a new card in the app or please contact us and we'll look into this.

Is there a charge for replacement cards?

You will be able to claim one card replacement for free, the second and any subsequent card replacement in a 12-month period will be subject to a £5 replacement fee. 

Please refer to our fees page for more details.