If you've lost your Picnic card or it has been stolen, it's important to act quickly to block any use and start the request for a new one. The whole process is done directly in the app, in just a few steps.

## How many physical cards can I have?

Each Picnic account is entitled to **1 active physical card**. That's why, to receive a new physical card in case of loss or theft, you first need to report the current card as lost — this cancels the old card and unlocks the request for a new one.

**Virtual cards are unlimited**: you can create as many as you want within the same account, including to use while you wait for your new physical card to arrive.

## Step by step to report a lost or stolen card

1.  On the app's home screen, tap **Cards**.
2.  Select your **physical card**.
3.  Tap **Freeze** — this immediately blocks any use of the card while you prepare the request for a new one.
4.  Next, tap **Report loss**. This permanently cancels the old card and starts the process of sending the new one.
5.  Confirm your delivery address and complete the request.

## What about while the new card hasn't arrived yet?

You can **create a virtual card** directly in the app and use it normally for online purchases or add it to your digital wallet (Apple Pay / Google Pay) to pay by tapping.

## Delivery time

The delivery time for the new physical card is the same as the initial order. Check the details at [Picnic card delivery time](https://help.usepicnic.com/hc/picnic/articles/what-is-the-delivery-time-for-the-physical-card).

## Important

-   Always **freeze the card first** before reporting it as lost — this ensures no one can use it while you complete the process.
-   Once you report the loss, the old card is **permanently** cancelled and cannot be reactivated, even if you find it later.
-   If you suspect any unauthorized use, contact our support through the app to review the transactions.