What to do when my card is lost or swallowed at an ATM?

Please kindly log in to the Timo application, select your Profile Picture, select Manage cards and lock the card to ensure safety.

Then you can choose 1 of 3 options:

1/ Apply for a cardholder confirmation to receive the swallowed card back at another bank’s ATM: You provide your name, Passport number, and ATM card address so that Timo can assist in providing the Cardholder Confirmation. Then you bring this Confirmation and your Passport and TRC/Visa to that bank for assistance in receiving the swallowed card back.

2/ Re-issue a new card and receive it directly at Timo Hangout:

– Log in to the Timo app/website, select “Manage Cards”--> “Request a New Card” -> choose to receive a card at the nearest Timo Hangout.

– Card re-issuance fee is 110,000 VND.

– When you have a convenient time, you can bring the original ID card/CCCD (Passport and Visa/TRC/PRC for foreigner) to Timo Hangout to receive the card.

3/ Re-issue a new card and receive it via courier:

– Log in to the Timo app/website, select “Manage Cards”--> “Request a New Card” --> enter the card delivery address.

– Card delivery time is expected to be 5-7 working days (excluding the date of receiving information, Saturday, Sunday and public holidays).

– Card re-issuance fee is 110,000 VND.

– Card delivery fee: free.

Note: Fees may change from time to time.