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My card hasn't arrived yet. What do I do?

We’re sorry to hear that your card hasn’t reached you yet. Typically, your Wirex card should get to you within 4 business days. However, sometimes it can take a little longer because of public holidays, issues with the local postal system or other unforeseen obstacles that crop up from time to time.  

So what are your options?

Wait for your card to arrive

It’s most likely that the delivery has been delayed because of the issues mentioned above, and your card should turn up shortly. We can confirm your card has been posted, so is on its way to you!

Request a new card

If the delivery has already taken too long, and you are concerned that the postal service could have lost your card, you can request a new one.

Note: When you request a new card, your previous order will be automatically cancelled. If your previously requested card arrives, you will not be able to activate it.

To reorder a card on desktop:

  1. On the Dashboard, select the card that you want to re-order.
  2. Scroll down to find and click Resolve card issue.
  3. Select I haven’t received my card > Next.
  4. Decide if you want to wait for your current order. If you are sure you want to request a new one, select I want to reorder my card > Next.
  5. Check your details and click Reorder card.

To reorder a card on the mobile app:

  1. On the Dashboard, tap Activate your card.
  2. In the list of requested cards, select the one that you want to re-order.
  3. Select  Haven’t received yet?.
  4. On the next screen, if you’re sure you want to request a new one, tap Don’t want to wait.
  5. Select Reorder a card.
  6. Confirm your action in the pop-up.

Cancel your order

If you decide you don’t want to use a contactless Wirex payment card and receive Cryptoback™ for your in-store purchases, you can cancel your card order without requesting a new card.

Note: If your card arrives after you cancel the order, you will not be able to activate it.  

To completely cancel your card order on desktop:

  1. On the Dashboard, select the card you want to cancel.
  2. Scroll down to find and click Resolve card issue.
  3. Select I don’t want to use my Wirex card > Next.
  4. Please provide your feedback on why you wouldn’t like to use your Wirex card. Your opinion is very important to us!
  5. When your feedback is ready, click Next. Your order will be cancelled, and you will return to the Dashboard.  

To completely cancel your card order on the mobile app:

  1. On the Dashboard, tap Activate your plastic card.
  2. In the list of requested cards, select the card you want to cancel.
  3. Select Haven’t received yet?.
  4. On the next screen, if you are sure you want to cancel your card, tap Don’t want to wait.
  5. Select Cancel order.
  6. Confirm your action in the pop-up.
  7. You will see a confirmation screen. You can now return to the Dashboard.

If you have any further questions or issues, you can always talk to our customer support.


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