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Losing your wallet, or having it stolen in the street, on public transport or in a crowd, is one of the most common situations in Spain and it almost always works out: cards can be blocked in seconds and documents can be replaced. Here you have the steps in order, your bank's direct phone number to block the cards, and every official body you can turn to, with its telephone number and website.
What to do, step by step
In this order- Block your cards and online banking
Do it from your bank's app (the fastest way) or by calling your bank's blocking number. Ask for every card you were carrying to be blocked, not just one. Many banks do it through a free 24-hour line.
- Report it at a police station or online
If there was no violence or intimidation and you do not know who did it, you can report it online at the National Police Virtual Reporting Office. In any other case, go to a police station (091) or a Guardia Civil office (062). Always ask for a copy of the report.
- Replace your identity documents
With your copy of the report, book an appointment for your ID card (DNI) and passport using the loss or theft procedure. If your driving licence was stolen, you can request a duplicate by phone on 060. Also revoke your digital certificates so nobody can sign in your name.
- Check the charges and change your passwords
Check the transactions on all your accounts and cards and claim in writing any payment you did not make. Change the password for your online banking, your email and your online shopping accounts, and turn on two-step verification.
- Protect your home if you were carrying keys
If the keys to your home were in the wallet or bag together with a paper showing your address, tell a neighbour or the police and change the lock cylinder of the building entrance or the flat that same afternoon. Mention it in the report too and tell your home insurer.
- If you are a foreigner, contact your consulate
Passports and visas from other countries can only be replaced at your country's consulate or embassy. If you had a Spanish residence permit, apply for a duplicate at the Immigration Office with the police report.
Block cards and phone
12 banksThe first thing is to make the cards useless: if you can, block them in your bank's app (it is instant) and, if not, call your bank's blocking number. Ask them to block every card you were carrying, not just one. If your phone was stolen too, ask your mobile operator to block the SIM and the handset.
Every resource, at hand
23 of 23Worth knowing
- • Block them as early as you can. Your liability for payments made with your stolen card depends on you having blocked it and reported it without delay: do not wait until tomorrow.
- • The police report is your key. Without a copy of the report you cannot replace your ID, driving licence or passport, nor claim from your bank or insurer. Ask for your house keys to be included if you were carrying them.
- • Report even what seems small: a theft without violence is reported in the same way, and your insurer needs it.
- • Beware of fake messages. After a theft it is common to receive messages or calls claiming to be from your bank, the post office or the police. Never give your passwords or codes: your bank never asks for them by phone or SMS.
- • Watch your identity for a few weeks: check your transactions and any debts you do not recognise, and if something looks wrong, keep the evidence and contact INCIBE (017) or the legal advice section of this platform.