Freeze it in online banking immediately; that stops new payments without cancelling the card. If you are sure it is gone, order a replacement from the same screen and the old card is cancelled permanently. Replacements arrive in three working days.

Get in touch straight away through the Help centre — do not wait. We will stop further payments and open a case the same day. The sooner you tell us, the more we can do, because a payment you authorised can only sometimes be recalled.

Tell us in online banking or by email. We acknowledge within three working days and aim to resolve within eight weeks. If you are unhappy with the outcome, you can refer it to the Provedor do Cliente free of charge, or to Banco de Portugal.

Get in touch before a payment is missed if you can. We can pause interest, agree a reduced plan, or refer you to free independent debt advice. Asking for help does not affect the products you already hold.