Lost or stolen bank card: what to do first (Canada)

First: tell your bank or card provider

Contact your financial institution as soon as you can if you think you have fallen victim to debit card fraud. If the fraud involves a credit card, call the credit card issuer immediately.

Tell your financial institution straight away about any transaction you did not authorize. If you believe someone may know your PIN code, change it immediately and contact your bank.

• Contact your financial institution or credit card issuer without delay.

If the bank's app or website will not load

If you cannot reach your bank's website or app, use the service status page on this site to check whether others are reporting the same problem. The page displays our test result of the bank's official website and links to its official status page when the bank publishes one. Remember that our reports are unofficial because they come from visitors like you, not from the bank itself.

If the bank's online channels appear to be down, visit its official status page and official help pages first. You can also call the bank using the phone number shown on your card.

Who can confirm a problem, and how to reach the bank

Your bank's official status page, if it exists, is where the bank itself reports a service issue. The reports shown on this site are unofficial: they come from visitor reports, not from the financial institution itself.

To get in touch with your bank, use its official help and contact pages, which are linked from the service page on this site. You can also call the customer service number on the back of your card or on your latest bank statement.

Report the fraud

Victims and witnesses of fraud or cybercrime alike can report it online, at reportcyberandfraud.canada.ca. Victims of fraud are also asked to go to their local police promptly.

• Report to your local police and file an online report for fraud or cybercrime.