What should I do if I have lost my physical Debit Card? Will I be liable for charges?
Don't panic, we've got your back! If you can't find your physical Debit Card, you can tap “Debit Card” > "Lost card" to get a new replacement. Please note that if you use the function of report lost card on the WeLab Bank App for 4 times or above in the same calendar year, the related function in the WeLab Bank App will be suspended. If you need to report lost card, please contact us by calling our Customer Service hotline at (852) 3898 6988. According to the WeLab Bank General Service Charges, we will charge you a replacement card fee of HKD 50 (per card) from the 5th replacement card onwards for each calendar year. Once we've received your lost card request, we will disable your existing card credentials to prevent any fraud attempts. For security, we will also issue a new virtual card with a new card number and CVV, which you can use immediately - you can then request a new physical card with your new card details.Subject to WeLab Bank’s Account Terms, your maximum liability for WeLab Debit Card loss should not exceed HKD 500 if you have not acted fraudulently, with gross negligence or have not otherwise failed to inform WeLab Bank as soon as reasonably practical after discovering the card has been lost or stolen.
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