How to report a card as lost?

If you suspect your ITILITE Card is lost or stolen, taking immediate action is crucial to protect your account. This guide outlines the steps to report a lost card and explains the necessary access permissions.

Table of Contents

• Key Actions
• Understanding Card Access
• Important Notes
• Verification & FAQs

Key Actions

If you suspect your ITILITE Card is lost, follow these quick steps:

• Lock the Card Immediately:
  • Log in to your ITILITE Card account.
  • Navigate to the card management section.
  • Find the option to "Lock" the card and initiate the lock promptly.
• Send an Email to Support:
  • Compose an email to cardsupport@itilite.com.
  • Subject: "Lost Card - Urgent"
  • In the body, include:
    • Your full name
    • The last 4 digits of the ITILITE Card number
    • Brief description of the situation
    • Do you need a replacement card? - Yes / No

Please note that while real-time functionality to order a replacement card is not available, locking the card and promptly notifying support helps ensure the security of your account. Thank you for your cooperation.

Understanding Card Access

To report a card as lost or stolen, you must have specific access permissions on the SRC Card dashboard. Here's a breakdown of the access types and roles:

• Access Types:
  • View: Allows you to see all one-time virtual cards, select a card, and view its details (card name, cardholder, remaining balance, total limit, and transaction history).
  • Edit: Grants permission to edit card name, card limit, lock card, close card, and report as stolen.
  • Unmask: Enables you to unhide full card details (card number, CVV, and expiry date).
• Access Roles: These privileges are combined into fixed roles:
  • View only
  • View and unmask
  • View and edit
  • View, unmask and edit
• Important: Only users with Edit access can lock a card, close a card, or report it as stolen. View access alone or Unmask access alone does not permit reporting a card as stolen.
• Access Level Changes: Any change or creation of a user’s access level is logged in the database, and an email alert is sent to a dynamic list of email IDs.

Important Notes

Verification & FAQs

After locking your card, you can verify its status in the card management section of your ITILITE Card account. You should see the card marked as 'Locked'.