If your card is lost or stolen, follow these steps:
Losing your MarTrust card can be concerning, but the process for managing this situation is straightforward. The steps below will help secure your account, recover any remaining funds, and obtain a replacement card.
1. Freeze your card
Immediately after realizing that your card is lost, you should freeze it to prevent unauthorized use. You can do this by logging into the MarTrust app or online platform, navigating to your Card dashboard, and selecting the 'Freeze/Unfreeze' option to block the card. Ensure the card remains frozen if you suspect it has been compromised while addressing the issue with your employer.
2. Contact our Support Team
Email us at [email protected] or call +44 20 3038 3929 to report the issue. We’ll help keep your account secure.
Also, inform your employer about the loss of the card to ensure proper coordination for a replacement.
Additional Tips
Always store your MarTrust card in a secure and accessible location.
Use the Freeze feature proactively when you suspect any unauthorized use or temporary loss.
3. Request a replacement card
Contact your employer, such as your crewing agency or shipowner, to request a replacement. Provide them with details about the lost card and notify them upon receipt of the new card so the old card can be terminated. Once you receive your replacement card, activate it by following the app instructions or contacting customer support for assistance. If your lost card still has funds remaining, transfer those funds to your main account by selecting the "Unload" option in your Card dashboard, specifying the amount, and confirming the transaction. Additionally, if you are on a vessel with new cards available, you can activate one onboard by contacting the designated personnel.