Solution. We expect that you only need one physical card per user. To solve this case, you should (1) terminate the redundant card in the (web)app and then (2) dispose the redundant card.

You can terminate the card by clicking on card details > "…" (top right corner) > "terminate card". This ensures that the card cannot be used for fraud after disposal. Please make sure that you have one remaining active physical card. To check this, click on the physical card you want to continue using and make sure that the status does not state "terminated".

Lastly, please dispose the redundant physical card by cutting the card chip.

Context. This situation can occur if a physical card was reordered during delivery. The support team can reorder physical cards if they are not delivered within 10 business days. In these cases, we have to acknowledge that the card may have been lost or stolen during delivery and order a new physical card as replacement or backup. Customers are recommended to use the card that arrives first and terminate the redundant card immediately after delivery.