What to Do Immediately If You Lose Your Bompai Debit Card
A lost card is stressful, not catastrophic — if you act in the right order. Here's the four-step checklist to follow today.
Losing a card or having it stolen happens to almost everyone at some point. The damage depends almost entirely on how quickly you respond in the first hour.
Step 1: Freeze the card immediately
Open the Bompai mobile app and tap the freeze toggle on your card. This blocks new transactions instantly — POS, ATM and online — without cancelling the card. If you find the card later, you can unfreeze it. If not, you've stopped any further loss.
Step 2: Block via USSD if you can't reach the app
Dial the Bompai USSD code, choose Card Services → Block Card. This works on any GSM phone, even without internet.
Step 3: Call our customer service line
Use the number on this website (or the back of any of your other Bompai documents — not the back of the lost card). Confirm the block, get a reference number, and report any suspicious transactions you've already seen.
Step 4: Order a replacement
From the app, choose Cards → Request New Card. Choose pickup at your nearest branch or your agent. Your new card will have a new number and a new PIN — the old one is dead the moment you blocked it.
If you see unauthorised transactions
Report them by phone the same day. Bompai investigates every disputed transaction under CBN consumer protection rules. The earlier we know, the more we can recover.
Prevent next time
- Keep the card frozen by default in the app and unfreeze it only when paying.
- Set a low daily transaction limit you can raise temporarily when needed.
- Don't store your card and PIN in the same place — ever.
- Enable transaction alerts on every channel.