Follow these steps to protect your accounts and minimize liability.
Immediately lock your card through the mobile app to prevent unauthorized transactions. You can unlock it later if you find the card.
Call our 24/7 emergency line at 1-800-555-HELP. Our specialists will report your card as lost or stolen and expedite a replacement.
Check your recent transactions for any unauthorized charges. Report any suspicious activity to our fraud team immediately.
Instantly lock your card through mobile banking to prevent unauthorized use while you search for it.
Lock CardReview recent transactions to identify any unauthorized activity on your account.
View TransactionsOrder a replacement card through online banking or call our customer service line.
Request CardThe Electronic Fund Transfer Act limits your liability for unauthorized transactions if you report the loss promptly.
You won't be held responsible for unauthorized transactions when you report your card lost or stolen promptly and exercise reasonable care in protecting your account information.
| Reporting Timeframe | Maximum Liability |
|---|---|
| Before any unauthorized transactions | $0 |
| Within 2 business days | $50 |
| Within 60 days of statement | $500 |
| After 60 days | Unlimited (all funds at risk) |
*Liability limits apply to consumer accounts. Business accounts may have different terms.
The Ashmore Trust mobile app gives you instant control over your cards, even when you're on the go.
If you reported it lost but later found it, do not use the card. It has been deactivated for security. Call us to request a new card or activate a replacement if you haven't received it yet.
Standard replacement cards arrive in 5-7 business days. Expedited shipping is available for $15 and delivers in 2-3 business days. Some branches can print cards on the spot for eligible accounts.
Yes, your new card will have a new number and expiration date. You'll need to update automatic payments, subscriptions, and merchant accounts with your new card information.
Report them immediately through our fraud hotline. We'll dispute the charges, issue provisional credit, and investigate. You're protected by our zero liability guarantee when reported promptly.
Yes, many branches can issue a temporary card immediately. Digital wallet access (Apple Pay/Google Pay) may also be available while waiting for your physical card.
Report the theft to local police and obtain a police report. This helps with identity theft protection. Also contact credit bureaus to place a fraud alert on your credit file.
Turn on transaction alerts in the mobile app to receive instant notifications for every card purchase. This helps you spot unauthorized transactions immediately and report them faster.
Our customer service team is available 24/7 to assist with any questions or concerns.
1-800-555-BANK
24/7 Support
Available 24/7
Instant messaging
support@citadeltrust.com
Response within 24h