If your Relay Visa® Credit Card has been lost or stolen, freeze the card from your Relay dashboard, dispute any unauthorized transactions, and then order a replacement.
What you need before you start
Access to your Relay dashboard on web or the Relay mobile app
Your login credentials, with two-factor authentication ready
The approximate date, amount, and merchant for any transactions you want to dispute
How do I freeze my Relay Visa® Credit Card right away?
Freeze the card first. Freezing stops new authorizations from processing while you sort out what happened, and you can unfreeze the card yourself if it turns up.
Log in to your Relay dashboard on web, or open the Relay mobile app
Go to Cards and select the affected Relay Visa® Credit Card
Choose Freeze card
If you are confident the physical card will not be returned, you can go one step further and terminate it. A terminated card cannot be reactivated, so use termination only when you are sure. Full instructions are in Freezing or terminating a Relay Visa® Credit Card.
How do I dispute unauthorized transactions on a lost or stolen card?
You can dispute unauthorized or fraudulent charges directly from your Relay dashboard. Submit the disputes as soon as the card is frozen so the dispute record captures the timeline.
In the Relay dashboard, open the credit account tied to the missing card
Click the transaction you want to dispute
Select Dispute and follow the prompts to describe the charge
Repeat for every unauthorized transaction on the account
Provide as much detail as you can, including where you last had the card and any confirmed authorized charges from around the same period. The full walkthrough is in Submitting a transaction dispute for your Relay Visa® Credit Card.
How do I order a replacement Relay Visa® Credit Card?
Order a new card from the Cards section of your Relay dashboard once the old one is frozen or terminated. Your new card carries a new number, CVV, and expiry date, so any recurring charges tied to the old card details will need to be updated with the merchants.
Step-by-step instructions are in Creating a new Relay Visa® Credit Card.
Common issues
The Freeze card option is greyed out. Refresh the dashboard or sign out and back in. If it stays disabled, contact our Customer Experience team so we can freeze the card on your behalf.
A pending transaction cannot be disputed yet. Wait until the transaction posts, then submit the dispute. Freezing the card in the meantime prevents any further authorizations.
The disputed charge has not reversed yet. Disputes can take up to 90 days to resolve. You will see a provisional credit if one applies during the investigation.
You cannot log in to freeze the card. Reach out via the Contact us link on relayfi.com and we will freeze the card for you.
You want to confirm you were eligible for the card originally. Eligibility is described in Overview of the Relay Visa® Credit Card.
Related articles
Submitting a transaction dispute for your Relay Visa® Credit Card
What should I do if I see unauthorized card transactions in my Relay account
Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.