Card lost or stolen

What do I need to do?

You have three options:
  • You can either log into your User Account immediately. Using the option 'My Hello Prepaid card', you can block your card and order a new one immediately.
  • Or you can call your Hello Team at the earliest opportunity on + 32 2 433 41 45, Monday to Friday from 7am to 10pm and Saturdays from 9am to 5pm, to ask for your card to be blocked. The Hello Team will order a new card for you immediately.
  • Or you can call Prepaid Stop as quickly as possible on +32 2 250 16 01 (available 24/7) to ask for your card to be blocked. You can then replace your card by going to your User Account and asking for a new card.
In any event, we also recommend that you notify the loss or theft to the police as soon as possible.

Your new card will be sent to you at your home address within 10 working days. The balance on your blocked card will automatically be transferred to your new card.

The charge for replacing your physical Hello Prepaid card will be EUR 8, which will be deducted from your available balance.