If your Lili card is lost or stolen, it’s important to act quickly to protect your money. You can cancel your card and order a replacement directly from the Lili app or web app.

If you think your card is lost or stolen

If you’re confident your card is lost or stolen (or you see suspicious activity), you should cancel the card and order a replacement as soon as possible.

From the web app

1. Sign in to your Lili account from the mobile app / web app.
2. From the menu, choose Cards.
3. Web app: On the right side of the screen, select the tab of the relevant card (applicable if you have more than one card);
   Mobile: select the relevant card from the list 
4. Click/Tap on “More” ( “...” icon) → “Order New Card”.
5. On the next screen, choose the option that best describes your situation (for example, lost or stolen) and click/tap on Continue.
6. Confirm your physical mailing address and click/tap on "Confirm Address". If you need to update your address, click/tap on "Update your address" first.
7. Confirm that you want to cancel your current card. Once you confirm, your existing card will be deactivated and can no longer be used.

After you complete these steps, your current physical card will be canceled and a new one will be issued to the address you confirmed.

What happens next?

• Your current card will be permanently deactivated and can’t be used for new transactions.
• A replacement card will be mailed to the address you confirmed during the process. Delivery times can vary, but you can expect it to arrive within the standard card‑delivery timeframe communicated in your Lili account and disclosures.
• If you have a digital card or other payment methods available in the Lili app, you may be able to continue using those while you wait for your new physical card, subject to your account and plan features.

Review your recent transactions

After canceling your card and ordering a replacement, we recommend that you:

• Review your recent card transactions in the Lili app.
• If you see any charges you do not recognize, follow the steps in How do I dispute a transaction? or contact the Lili team (see: How do I contact the Lili team?) so we can help you investigate.

Acting quickly helps us protect your account and address any unauthorized activity as soon as possible.

If you only misplaced your card

If you’ve simply misplaced your card but think you might find it shortly (for example, you left it in your office or car), you can:

• Use the card controls in the app (where available) to temporarily lock or freeze your card, then
• Unlock it once you’ve safely recovered it.

If you later decide your card is truly lost or stolen, follow the steps above to cancel it and order a replacement.

If you’re unable to access the app or web app or need additional help, please contact the Lili team using the methods described in How do I contact the Lili team? so we can help you secure your card and issue a replacement.

Lili is a financial technology company, not a bank. Banking services are provided by Sunrise Banks, N.A., Member FDIC. The Lili Visa® Debit Card is issued by Sunrise Banks, N.A., Member FDIC, pursuant to a license from Visa U.S.A., Inc. The Card may be used everywhere Visa debit cards are accepted. 

Wire Transfer services are provided by Column Bank N.A., Member FDIC. All wires are subject to acceptance criteria and risk-based review and may be rejected at the sole discretion of Column Bank N. A. or Lili App Inc.