What to Do If You Lose Your Card, Spot a Fraudulent Charge, or Get a Phishing Message

Losing a debit or credit card, seeing a charge you do not recognize, or getting a message that feels off can be unsettling. The good news is that acting quickly limits the damage, and Nova UA Federal Credit Union is here to help you through it. Here is a calm, step-by-step guide you can act on right away.

If your card is lost, stolen, or shows a charge you did not make

Move through these steps in order. A few minutes now can save you a lot of trouble later.

• Freeze or report the card. Use card controls in mobile banking to turn the card on or off instantly, or call to report it. Freezing (turning on or off) stops new transactions while you decide what to do next.
• Review your recent transactions. Open your account and scan the last several days. Note anything unfamiliar, including small "test" charges that fraudsters sometimes run first.
• Dispute unauthorized charges. Flag any transaction you did not authorize so it can be investigated. The sooner you report it, the stronger your protection.
• Update your saved payment information. Once a replacement card is issued, update it anywhere you have it stored, such as streaming services, online stores, and auto-pay billers.

If anything is unclear, our Member Services Team can walk you through each step. You can talk to our member services for help freezing a card or opening a dispute. To manage cards and watch your account in real time, our mobile banking tools are a good place to start.

How to recognize a phishing message

Phishing scams have become very convincing. Fake texts and emails can copy real logos, tone, and formatting, and they often pressure you to act before you think. Here is how to spot one:

• Check the true sender address. A display name can say anything. Look at the actual email address or phone number behind it.
• Hover before you click. On a computer, hover over a link to preview the real destination. If it does not match the official site, do not click.
• Watch for false urgency. "Your account will be closed in one hour" is designed to make you panic. Real institutions give you time.
• Be wary of requests for sensitive details. Be very cautious if a message asks for your full card number, PIN, a one-time passcode, or your online banking login.
• Verify through an official number. If in doubt, contact Nova UA using the number on the back of your card or our website, not a number provided in the message.

Remember this simple rule: Nova UA will never ask for your PIN, password, or full card number by text or email. If a message does, it is not from us. This guide complements our article on Recognizing and Avoiding Financial Scams, which is worth a read if you want the bigger picture.

If you already clicked a link or shared information

Do not panic, and do not wait. Take these steps:

• Change your online banking password right away, and any other password you may have entered.
• Turn off the affected card and review recent transactions for anything unfamiliar.
• If you shared a one-time passcode or login, contact us immediately so we can help secure your account.
• Watch your accounts closely over the next several weeks for unusual activity.

The faster you reach out, the more we can do. Our Member Services Team handles these situations with care and without judgment, so please do not hesitate to talk to our member services if something does not feel right. Managing your cards well starts with the right account, and you can review our personal credit card options anytime. Not yet a member? You can become a member and join a community that looks out for you.

You are not on your own

Fraud attempts are a fact of modern life, but you do not have to face them alone. You can turn your card on and off after a careful look at your transactions, and a healthy pause before clicking will protect you most of the time. For everything else, Nova UA is a phone call or message away.

FAQs

Will Nova UA ever ask for my PIN or password?

No. Nova UA will never ask for your PIN, password, or full card number by text or email. If a message requests these, treat it as a scam and contact us directly.

How fast should I report a lost card or a suspicious charge?

As soon as possible. Prompt reporting limits your liability and helps us investigate quickly. If you cannot reach an option right away, freeze the card first, then contact us.

What should I do if I clicked a phishing link?

Change your online banking password, freeze the affected card, and contact our Member Services Team. If you shared a one-time passcode or login, reach out immediately so we can help secure your account.