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Lost or Stolen Card

Updated

If your Motive Card is lost, stolen, or shows signs of suspicious activity, it's important to act quickly. This article explains how to freeze or deactivate your card, request a replacement, and report fraudulent transactions 

Overview

Losing a card or noticing unauthorized charges can be stressful, but the Motive Dashboard makes it easy to secure your account and take quick action. This ensures you can resolve any issues quickly and protect your funds. Key features include:

  • Fast response: Freeze or deactivate your card immediately to prevent unauthorized use and protect your account from further fraudulent activity.
  • Easy card management: Request a replacement card with just a few clicks, minimizing downtime and ensuring your operations continue smoothly.
  • Fraud reporting: Dispute suspicious transactions easily by working directly with the Motive Support team, ensuring fast resolution.
  • Support access: Get dedicated assistance from the Motive Fraud & Dispute team, helping you resolve issues efficiently and securely. 

Reporting a lost or stolen card

If you believe your card is missing or compromised, follow these steps to prevent unauthorized use:

  1. Freeze the card
    • Notify your fleet admin, let your admin know so they can monitor for suspicious activity or assist with next steps
    • In the Motive Dashboard, go to Cards 
    • Select the Card > Freeze Card
    • This immediately stops all activity on the card
  2. Deactivate the card
    • In the Motive Dashboard, go to Cards
    • Select the Card > Deactivate Carddesktop-full.png
  3. Request a replacement card
    • Click Order Replacement in the Cards section
    • Or, ask your fleet admin to request a new card for you

Reporting fraudulent transactions

If you notice unauthorized charges, take these steps to report the issue and protect your account:

  1. Review transactions
    • In the Fleet Dashboard, go to Cards > Transactions
    • Look through recent charges to identify any unauthorized activitydesktop-full-1.png
  2. Secure the card
    • Freeze or deactivate the card as described above
  3. Contact Motive Support
    • Ask to be routed to the Fraud & Dispute team to begin the investigation
  4. Prepare documentation
    • Have relevant receipts, transaction records, or supporting documents ready if needed for your dispute

FAQs

What should I do first if my card is lost or stolen?

Freeze the card immediately in the Motive Dashboard, then notify your fleet admin and request a replacement

How long does it take to receive a replacement Motive Card?

Replacement cards are typically shipped within a few business days after the request is processed.

What documents are required to dispute a fraudulent transaction?

You may need receipts, transaction records, or communications that show the charge was unauthorized

Can I unfreeze my card if I find it?

Yes. You can unfreeze your card in the dashboard unless it has already been deactivated or replaced.

Who do I contact for urgent help with fraud?

Reach out to Motive Support and ask to be routed directly to the Fraud & Dispute team.

Can I freeze or deactivate multiple cards at once?

Yes. Fleet admins can manage multiple cards from the Cards section of the dashboard.

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