Looking after you and your marbles card
What to do if your card is lost or stolen
Let us know as soon as you realise your marbles card is lost or stolen by calling us on 0333 220 2692*. The lines are open 24 hours a day, 7 days a week. If you are calling from abroad or in case of emergency, just ask the operator to reverse the charges to +44 (333) 220 2692*.
We'll immediately put a stop on your card as soon as you tell us it’s lost or stolen. Please let us know straight away if you see any unrecognisable amounts on your statement as we may not be able to take action if you leave it too long before telling us.
We’ll then order you a new card and it should arrive within 10 days of you reporting your card lost or stolen.
You should also consider whether there’s a chance of identity theft and if so, get a copy of your credit report to make sure there have been no fraudulent applications for credit made in your name.
Chip & PIN
Chip and PIN offers you greater security than ever before by keeping your transactions secure when you're out shopping.
You should always keep your PIN safe, never carry it with you or tell anyone else what your PIN is – not even marbles customer service advisors. If you are worried that you’ll forget it, change it to something more memorable using the PIN change facility on any ATM machine offering PIN services option.
You will need to use your PIN to withdraw cash or make purchases. If you do forget your PIN, give us a call on 0333 220 2692* and we’ll order you a new one which will be sent in the post to you.
Protect your card
Make sure you keep your Card Security Code safe – that’s the three digit number on the reverse of your marbles card which you’ll generally only need when you’re paying for something over the telephone or on the Internet. Think carefully if you’re being asked for your security code and you aren’t 100% sure of the credentials of the person or website asking for it, it’s always best to check.
What happens if someone steals my card or my details?
At marbles, we keep a close eye on all your transactions. So if we spot something unusual, we'll let you know right away. But please let us know as soon as you lose your card or are worried or suspicious by calling us on 0333 220 2692*.
Lines are open six days a week, Monday to Friday 8am to 6pm and Saturday 9am to 4pm. We are closed on Sunday.
* Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 03 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.