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Lost or stolen card/phone, new cards and making returns

Frequently asked questions

Lost or stolen card/phone, new cards and making returns

What if my card is lost or stolen? 

Separate contact information exists for Credit Card and Personal Banking accounts.

  • Credit Card: If your card has been lost, stolen or damaged, call us immediately at 1-800-432- 3117. Go to chase.com/customerservice for call center hours.
  • Personal Banking: If your card has been lost, stolen or damaged, call us immediately at 1-800- 935-9935. Go to chase.com/customerservice for call center hours.

We accept operator relay calls. If you're deaf, hard of hearing, or have a speech disability, call 711 for assistance.

What if my device is lost or stolen?

If your phone is lost or stolen, you can lock your phone and suspend Google Pay by using the Find My Device. You can also call Chase, and we’ll assist you with suspending the cards in Google Pay, allowing you to continue to use your plastic cards.

What happens when I replace or update my device?

If you replace or update your device, deactivating your old device will delete the Digital Account Number (Token) associated with the old device. You'll then have to register your cards to your new device to use Google Pay, the same way you registered the first time

What happens when my card is replaced?

Whether your card is replaced because it is lost or stolen, or if the card has expired, in most cases your new card will be automatically associated to the existing Digital Account Number (Token) in your device, and continue to be used for payments in Google Pay. If, for some reason, Chase could not re-add your new card to the existing Digital Account Number (Token), you'll see a notation in the Google Pay App that the card isn't active for use. You can then re-add your card, as you did initially to make it active again.

How do I make returns with purchases I’ve made using Google Pay?

You can make a return the same way you would with your plastic card today by contacting the merchant directly. We do recommend you bring the device that you used when returning items purchased with Google Pay.  We also recommend you keep a copy of the paper receipt and bring the receipt with you to the store when making the return.

Esta página contiene información acerca del uso de tu tarjeta Chase Visa® en billeteras digitales.
Si tienes alguna pregunta, por favor, llama al número que aparece en el reverso de tu tarjeta.

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Chase credit cards are issued by JPMorgan Chase Bank, N.A. Accounts subject to credit approval.

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