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If the cardholder is unreachable and you suspect the card has been lost or stolen, block the card immediately on the administrator dashboard and then call PEX Customer Service at (+1) 866-685-1898 ext 3. Customer Service can issue a replacement for the cardholder to the address on file.
Notes:
  • 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.)
  • Cardholders may only request a card replacement to the address on file via First Class mail. For Priority, Rushed, Expedited, or a change to the shipping address, an administrator must request the card replacement for the cardholder. We recommend administrators ensure cardholder addresses are up to date to ensure timely delivery.
  • Card order shipping estimates do not include the day the card order is placed.
Provide the following details to process the card order:
  • The company name
  • The name as it appears printed on the card
  • The last 4 digits of the card
  • If the card was lost, stolen, or damaged
  • Preferred shipping method (Administrators only)
  • Preferred shipping address (Administrators only)
The new card will take approximately 10 - 15 business days via First Class Mail to arrive at the address on file.
You may also send via Priority ($10 - 4-8 business days, Expedite ($55 - 5 business days) or Rush ($70 - 4 business days) the delivery of the new card for an additional fee. This process will disrupt service for the cardholder, as the old card will not be authorized for purchases. If the cardholder did not lose the card or found the card after a new card is issued, instruct the cardholder to destroy the old card by cutting it in half or shredding it. Once you receive the card(s), you must go on to the Administrator Site and activate the new card(s). See How to Activate Replacement Cards for details.
Note:Replacing a card as lost or stolen will cause the 16 digit card number to change.
Important:Please immediately check the transaction history for the lost or stolen card. If you believe there are fraudulent transactions, please see: How to Dispute a Transaction and Disputed Transactions.
Last modified on April 22, 2026