If your card is expired, lost, or stolen, your withdrawal can still be processed to the linked bank account as long as that account remains active.

What you need to know:

1. Expired card with replacement issued: the bank typically issues a replacement card linked to the same bank account — only the expiry date and sometimes the card number change. Even if the physical card has expired, the underlying bank account usually remains active. Card details can be updated directly within the Client Portal v2, and changes are applied instantly. If there are any issues, our team may take 24–48 hours to review.

2. To update card details, you will need to provide clear photos of the front and back of your card. The front of the card should show: cardholder name, expiry date, bank name, and the first and last 4 digits. Cover the centre 8 digits. The back of the card should show the signature. Cover the CVC2/CVV2 (last 3 digits). Front and back photos must show the full card with all four corners visible.

3. Expired or inactive card without usable replacement: if the card can no longer be used, you will need to add the bank account linked to that card. Funds are returned to the original source (the underlying bank account), not the physical card itself, in line with RTS.

4. If the card is expired, lost, or stolen: withdrawals are still processed back to the original source, which is the underlying bank account linked to the card, not the physical card itself. If the bank account remains active, the funds can still be received.

5. If the bank has closed the account entirely, please provide a letter from your bank confirming the account has been closed, and contact our Customer Success team for further assistance on how to proceed.

6. If you no longer have access to the original deposit source at all, please contact Client Services immediately.

Important note: Additional information may be requested for account security purposes.