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If a Cardholder’s plastic card is lost, stolen or damaged, you can order the replacement yourself from the Dashboard instead of calling Administrator Support. You choose the reason for the replacement, where the new card ships and how fast it arrives, and the order goes straight to our card production team.

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Who can replace a card

Replacing a card from the Dashboard is available to administrators only. To see the Replace card option you need both of these permissions:
  • Order cards
  • Manage cardholder accounts
If you’re missing either one, ask an administrator who can manage users to add it — see How to manage permissions.
Note:Card replacement is also turned on or off for your business by PEX. If you have both permissions and still don’t see the Replace card option, contact PEX support to have it enabled for your business.

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Your replacement at a glance

1

Open the card

Find the Cardholder in Cards and open their Card details page
2

Start the replacement

Choose Replace card from the More options menu
3

Choose a reason

Lost or stolen closes the current card right away — damaged does not
4

Set shipping

Confirm the address and pick a delivery speed
5

Confirm

Track the new card on the Card orders page, then activate it when it arrives

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Choosing the reason for the replacement

  1. Log in to the Dashboard at https://dashboard.pexcard.com
  2. Click Cards in the sidebar menu
  3. Select the Cardholder whose card you are replacing
  4. Click More options at the top of the Card details page, then click Replace card
  5. Check the banner at the top of the page — it names the Cardholder and the last four digits of the card you are about to replace
  6. Select a reason from the Choose the reason for card replacement dropdown:
    • Lost or stolen: we close the current card immediately so it can no longer be used, and the replacement arrives with a new card number
      Important: any recurring payments set up on the old card number will decline once you submit
    • Damaged: the current card stays active until the replacement arrives and is activated
Note:Replacement is for plastic cards. The Replace card option doesn’t appear for virtual cards, vendor cards, cards that have never been activated or cards that already have a replacement on the way.

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Setting the shipping address and delivery speed

  1. Under Shipping details, review the address. We pre-fill the Cardholder’s address on file when we have one
    • Click Use office address to ship the card to your business address
    • Click Same as billing address to restore the Cardholder’s address
    • We check the address before the order goes through, so you may be asked to confirm a corrected version
  2. Under Required delivery date, choose a delivery method: Expedited and Rush need a signature on delivery, so they can’t ship to a PO Box
  3. Review the total fee at the bottom of the page. A replacement card fee may also apply, and any fees appear on your next statement from PEX
  4. Click Confirm
Once the order goes through, we take you to Card orders, where you can follow the new card. Shipping estimates don’t include the day you place the order, and we ship to all 50 states only — not internationally or to US territories.

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Activating the replacement

The replacement card arrives inactive. Activate it from the Dashboard when it turns up — see How to Activate a Replacement Card. Tell the Cardholder to destroy the old card once the new one works.

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FAQ

  1. Why can’t I see the Replace card option? The most common reasons are that card replacement isn’t enabled for your business, you don’t have both the Order cards and Manage cardholder accounts permissions or the card isn’t eligible — virtual cards, vendor cards, cards that have never been activated, closed cards and cards that already have a replacement on the way can’t be replaced this way.
  2. Can Cardholders replace their own card? Not from the Dashboard — replacing a card there is available to administrators only. Cardholders can still request a replacement by calling support — see How to Replace a Damaged Card and How to Report a Lost/Stolen Card.
  3. Does the card number change? Only when you choose lost or stolen. A damaged replacement keeps the Cardholder spending on the old card until the new one is activated.
  4. What does a replacement cost? First Class Mail shipping is free and faster delivery carries the fee shown in the table above. Your business may also have a card replacement fee — check the total on the page before you confirm.
  5. Can I ship the card to a PO Box? Yes for First Class Mail and Priority Mail. Expedited and Rush need a signature, so they need a street address.
  6. I got a message saying the replacement has already been triggered — what happened? The card already has a replacement on the way. Open Card orders to see it. Don’t submit a second order.
  7. The card is closed or has never been activated. Can I replace it? No. Activate the card first, or place a new card order instead — see How to Order PEX Cards.
  8. Can I cancel a replacement after I confirm it? Not from the Dashboard. Contact PEX support if you need to stop or change an order.
Last modified on September 10, 2026