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uk Money & financial emergencies

What to do if…
you get a notification that your card was added to a digital wallet you do not use

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Do not approve anything or share any code. Freeze or lock the card in your banking app if that option is available, then contact your bank using the app, the number on the back of your card, or 159 if you are worried about an unexpected bank call.

Do not do these things

  • Do not tap links in the notification, email or text to “secure” your account. Open your banking app yourself or type the bank’s website address yourself.
  • Do not call any phone number provided in the message. Use your bank’s app, the number on the back of your card, or 159.
  • Do not share any one-time passcodes, verification codes, or in-app approval prompts with anyone, even if they claim to be your bank, Apple, Google, or the police.
  • Do not keep using the card while you wait to see whether fraud appears.
  • Do not hand your card to a courier or anyone offering to collect it for investigation.
  • Do not post screenshots of the alert online, because they may include identifying details.

What to do now

  1. Check safely, without using links or phone numbers from the alert.
    Open your banking app or online banking yourself and look for:

    • a request to approve or decline adding your card to a wallet
    • any digital wallet, device, or token section if your bank shows one
    • any recent or pending card activity you do not recognise

    If you see an approval request and it was not you, decline it.

  2. Freeze or lock the card immediately if your app offers this.
    If you cannot freeze it in the app, contact your bank using a trusted route:

    • the number on the back of your card
    • your bank’s in-app help or calling option
    • 159, which connects many UK current-account customers to their bank when they are worried about an unexpected call about money

  3. Tell the bank exactly what happened.
    Say: “My card appears to have been added to a digital wallet I do not use.” Ask the bank to:

    • remove or disable any digital wallet token linked to the card
    • check whether any wallet verification happened
    • block and replace the card if they think the card details were compromised
    • tell you whether any pending or authorised payments need to be reported as fraud

  4. Report unfamiliar card activity through the bank’s fraud route.
    Check recent transactions and pending authorisations in the app. If anything is unfamiliar, report it to the bank as fraud straight away.

  5. Secure the account that may have been used for the wallet.
    If the alert mentions Apple Wallet, Apple Pay, Google Wallet, or Google Pay, use the official Apple or Google account settings rather than links in messages. Check signed-in devices, sign out of devices you do not recognise, change the password if there is suspicious activity, and turn on two-factor authentication if it is not already on.

  6. Remove the card from any wallet you control.
    If the card appears in Apple Wallet or Google Wallet on a device you own, remove it. Still ask the bank to remove any other wallet tokens, because a fraudster’s device may not be visible to you.

  7. If your phone is missing or someone may have access to it, say this to the bank.
    Use your official device-account tools to mark the phone as lost, sign it out, or restrict access if you can do so safely. Tell the bank you are worried about device access as well as card compromise.

  8. If you shared a code or approved a wallet prompt, say that clearly.
    Tell the bank you entered a code or approved a prompt. Ask them to cancel wallet tokens and reissue the card.

  9. Make a quick record.
    Note the date and time, what the alert said, whether it mentioned Apple or Google, and what the bank confirmed it did, such as card frozen, token removed, or new card issued.

  10. If it was a scam message or you lost money, report it.
    In England, Wales and Northern Ireland, report cyber crime or fraud to Report Fraud online any time, or by phone on 0300 123 2040 Monday to Friday 8am–8pm. In Scotland, report fraud to Police Scotland via 101.

What can wait

  • You do not need to decide now whether to replace your phone, close your whole bank account, or change every password you have.
  • You do not need to contact Apple or Google before you have frozen the card and spoken to your bank.
  • You do not need to argue with the sender or caller. Stop contact and use trusted routes.

Important reassurance

This kind of alert can happen in card-fraud and phishing situations. Freezing the card and asking the bank to remove any wallet token can reduce the chance of further spending while the bank investigates.

Scope note

This is first steps only: immediate containment, safe verification, and getting the right organisations involved. Later recovery steps may depend on whether any transactions happened and what your bank finds.

Important note

This guide is general information, not legal, financial, technical, or professional advice. If anything feels uncertain, slow down and use trusted routes before taking action.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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