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What to do if Your Card is Lost, Stolen or Captured

We understand that sinking feeling you get when your card’s lost or stolen, so we try to make reporting, cancelling and replacing your card as stress-free as possible. Let us know right away if your Credit or Debit Card is lost or stolen.

If you’re travelling overseas, you can get a replacement card couriered to you and we will let you know where you can pick up your card.

*Courier charges will apply.

Captured cards

If your Commercial Bank card is captured in any CB ATM, please follow the steps below to retrieve it:

  • You will receive an SMS notification with details of the CB location where your captured card will be available for collection within 2–3 working days.
  • Once you receive the notification, you may book an appointment to visit this CB location and collect your card (click to Book Appointment)

Alternatively, you may proceed to block the captured card and request for a replacement via our digital channels

Note: If your Commercial Bank card is captured in a non-CB ATM within Qatar or overseas, we recommend blocking your card immediately and requesting for a replacement.

 

Lost or stolen cards

If your card is lost or stolen, you should immediately block the card permanently and order a replacement. You can block and replace your card in multiple convenient ways.

 

Retail Internet Banking:

  • Login to Internet Banking
  • Select the “Sitemap” option from the Homepage
  • Under Credit Cards menu, select the “Block Card” option
  • Choose the appropriate card to be blocked
  • Select the “Block Card” option and select the option “Permanent” to block your card permanently
  • Enter the OTP sent to your registered mobile number to block your card
  • Once the card is blocked successfully, choose the “Replace Card” option to replace the card.

To replace the card, follow the below steps:

  • Login to CBQ Mobile App or Internet Banking.
  • Select the “Services” tab.
  • Under menu, click on the “Debit Card Services” or “Credit Card Services”.
  • Click on “Replace”
  • Enter the OTP sent to your registered mobile number to replace your card.
  • Your card will be replaced successfully. You will receive notification on how to print the card latest within next working day.

 

Mobile banking:

  • Login to your Mobile Banking app
  • Select “Services"
  • Select "Debit or Credit Card services"
  • Select "Block temporary" or "Permanent block"

 

Contact Centre:

  • Call our dedicated fraud reporting hotline number at 44495095.
  • Select your preferred language (English/Arabic).
  • Listen to the IVR prompt and select "option 2" to block your card.
  • IVR will allow you to temporary block a selected card or your entire cards instantly.
  • Call will be connected to an agent who can assist with replacing your cards.

 

There are things you can do to prevent your cards being stolen or used by fraudsters.