My physical card order never arrived, what should I do?

My physical card order never arrived, what should I do?

Your card should arrive within 7 business days (count 3 additional business days for a non-French address). If you haven’t received it after this period, please get in touch with us by sending an email to support@up2.money.

This could be due to an incorrect shipping address or an issue with the carrier. Please double-check the address before ordering.

If you haven't received your card for more than 10 business days after making your order, we suggest that you block it definitively:
  1. Log in to your Up2 Money account.
  2. Go to the Cards tab, on the physical card, and click on Permanently block.
  3. Select The card was never received* and click on Permanently block.

*Your card will be returned to the manufacturer and destroyed upon receipt.

You can then order a new card.

Please note that while waiting for your physical card, you can still add your card digitally to Apple Pay or Google Pay and use it immediately.

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