How to Replace a Damaged Card

Request a replacement for a damaged PEX card by phoning Cardholder or Administrator Support; damaged cards cannot be replaced from the web dashboard.

There are times when you may need to replace a card for an existing cardholder. If the cardholder contacts you about a damaged card, have the cardholder call PEX Cardholder Support right away at ([phone] to request a replacement card 24 hours a day, 7 days a week to the address on file with First Class shipping.

Administrators should call for a replacement when a faster shipping method or change of address than the one listed on file is needed. Administrators may call in for a replacement at ([phone], available 24 hours a day, 7 days a week.

Note:

You will not be able to replace a damaged card from the Administrator dashboard (PEX Web App).

When you call, you will be asked to provide:

1. The cardholder’s name

2. The last four (4) digits of the card number (shown to the right of the Cardholder’s name in the Cards list)

3. The reason for the replacement, i.e. “damaged card” or “lost card”

4. The address to which the replacement card should be shipped or that it should go to the shipping address on file. Note: PEX ships to all of the 50 states and is unable to ship internationally or to US territories (Puerto Rico, Guam, US Virgin Islands, etc.)

5. Delivery method from the available delivery options:

   • Regular Delivery — First Class Mail. 10–15 business days. No charge
   • Priority Mail — 4–8 business days. $10 fee (per separate shipping address)
   • Expedited Delivery — Up to 5 business days. $55 fee (per separate shipping address)
   • Rush Delivery — Up to 4 business days. $70 fee (per separate shipping address)
6. The current card will remain active and can still be used until the replacement arrives and is activated by an administrator.

7. Once you receive the replacement card(s), you must go on to the Administrator dashboard to activate.

Administrators: You may find this article useful when you need to activate the replacement cards: How to Activate a Replacement Card