Replacing a card from the Dashboard

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Your replacement at a glance

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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

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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:

   Delivery method	Fee	Estimated arrival
   First Class Mail	Free	10–15 business days
   Priority Mail	$10	4–8 business days
   Expedited	$55	5 business days
   Rush	$70	4 business days

   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

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Activating the replacement

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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, your administrator permissions don’t include managing Cardholders, 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? No. Replacements are ordered by administrators from the Dashboard, or 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.