What happens if I lose my card?

We are really sorry to hear that. Let's request a new one, shall we?

The first step you need to do is to deactivate your card:

  • Enter your profile
  • Click on the "Manage my card" section
  • Disable your card



  •  Request your new card by filling out the form that you will find by clicking on "Contact Us".
  •  Request it at the address where you wish to receive it. You will receive it within the next 5 to 10 business days!

When informing the address where you want to receive your new card, it is essential that you are as specific as possible (in Spanish*):

  • Specify the type and name of the street
  • The portal number
  • Specify if it is an apartment, a villa, a place or a store. If it is an apartment, enter the floor number and the number or letter of the apartment

Finally, don't forget the postal code (CP), the town and the province.


* Below you will find the translation of words in order to specify your address:

- number = número
- street = calle
- door = puerta
- floor = planta
- flat = piso
- store = tienda
- house= casa / chalet