How to report your lost or stolen ATH® card in Mi Banco using the Android version

  1. To report a lost or stolen ATH® debit card from an Android device, the Mi Banco Mobile application must be installed on the device, and you must be enrolled. Once the application is installed, press Log In and then enter the security parameters: username, security question or two-step verification code (if required), and password.

  2. Once you access your profile, press the Menu button on the upper left side (three horizontal lines).

  3. In the menu, press on the Go to Desktop Version option.

  4. After accessing your profile in the desktop version, in the menu on the left side of the screen, select Account Services to report the lost or stolen ATH® card.

  5. In the ATH® Card section, click on the plus sign (+) that appears next to the Report your ATH® Lost or Stolen option.

  6. Select the account associated with the lost or stolen ATH® card.

  7. Select the lost or stolen ATH® card that you want to report.

  8. Select the reason for reporting the ATH® card (Lost or Stolen).

  9. Enter the Merchant/ATM Location, City and Date of the last transaction.

  10. If you notified the Police, enter the Place of Notification, Dispute Number, and Date of Notification.

  11. Press Send to confirm the report of the lost or stolen ATH® card. Done! You have reported the lost or stolen ATH® card.

  12. To request a replacement ATH® card, please click on the Request a new ATH® card option in that same ATH® Card section.

  13. Once you are redirected to the page showing the ATH® card’s information, press the Apply Now button.

  14. Enter your personal information: first name, paternal last name, maternal last name, Social Security number, date of birth, telephone number, email, residential address, mailing address, account number, type of account, and the type of ATH® card you want to request. Then press Continue.

  15. Lastly, check your personal and account information; if correct, press Apply. Done! You have requested a replacement for the ATH® card.

    You should receive the new card in approximately 10 business days. After receiving the new card, you must:
    • Activate it immediately. Learn how here.
    • Assign a PIN through Mi Banco Online or visit a branch.
    • Update scheduled payments with other payees.
    • Update your information in ATH Móvil. Learn how here.
    • Destroy your current card as soon as you activate the new card.

Need more help?

We are receiving an extraordinary volume of calls, which is affecting our waiting times. We appreciate your understanding and your trust in us.

Call us at 787.724.3659 or Access Mi Banco Online (desktop version), log in by entering your username and password, and in the upper part of the website click on “Contact Us”. From there, write your message, and we will gladly assist you.

We encourage you to consult the following information regarding useful and accessible solutions for you.