Skip to content
  • There are no suggestions because the search field is empty.

How to Disable a Lost Gift Card

If a customer loses their physical gift card, you can disable it in your Facilipay Business Portal so it’s no longer valid. This prevents the lost card from being used while you help the customer issue or transfer a new replacement card.

When to Use This

Disable a gift card when:

  • A customer reports it lost or stolen.

  • You want to block further use of the card to protect the customer’s balance.

  • You plan to reassign or re-issue the balance to a new card or account.

Disabling the card prevents it from being redeemed or used for future payments.

Step-by-Step: Disable a Lost Gift Card

1. Log In to the Business Portal

Sign in to the Facilipay Business Portal using your admin or support credentials.

2. Open the Customers List

From the left navigation menu, select Customers → Customers to view all customer accounts.

3. Find the Customer or Gift Card

Use the search field to look up the card you want to disable:

  • Enter the gift card number, OR

  • Enter the customer’s name associated with the card.

4. Open the Options Menu

In the search results, locate the customer or card record.
Click the three dots (⋮) next to their name to open the options menu.

5. Disable the Card

From the options menu, choose Disable.
This will deactivate the card, making it unusable for payments or rewards.

Important: Disabling the customer account will also disable all cards linked to that account. If the customer has multiple cards and you only want to disable one, confirm which card should be blocked before proceeding.

What Happens After Disabling

  • The lost card will no longer work for purchases or gift card redemption.

  • Any balance associated with the disabled card will remain in the system and can be transferred to a replacement card if needed.

  • If you disable the entire customer account, all linked cards will also be deactivated.

Tips & Best Practices

  • Confirm the Card Number: Before disabling, double-check you have the correct card number to avoid disabling the wrong card.

  • Ask for Details: If possible, confirm the loss with the customer — including approximate last use or purchase — to ensure the right card is disabled.

  • Issue a Replacement: After disabling the lost card, assist the customer with issuing a new card or transferring their balance in the portal.