If your phone is lost or stolen, you should take these steps as soon as possible to protect both your Wero wallet and your bank account.
🚨 Secure your Wero wallet
What you need to do depends on how you use Wero.
Method 1 — If you use the Wero app
Contact us through any of the following channels:
From the Wero website completing our dedicated form.
From the Wero website chat or the in-app chat by selecting Emergency > My phone was lost or stolen > Wero app > Report lost or stolen device.
Our team will verify your identity by checking the information you provided. We will suspend your Wero wallet to prevent misuse.
Method 2 — If you use Wero from your mobile banking app
Your bank manages your Wero access and can secure your wallet. Please contact them directly to report your lost or stolen device, and to request them to remove your bank accounts from Wero.
⚠️ Important: you should also contact your bank
Securing or removing your Wero wallet does not secure your bank account or mobile banking access by itself. You should contact your bank as soon as possible.
⏭️ What happens next
Once you contact Wero support:
Identity verification: We confirm your identity using your personal information
Bank account removal: Payment methods linked to Wero are removed
Confirmation: You receive confirmation that your wallet has been secured
🔒 Additional steps to protect yourself
- Lock your phone remotely: If the feature was enabled on your device, use Find My iPhone (Apple) or Find My Device (Android). You can use these services to locate, lock or, where appropriate, erase your phone remotely.
- Contact your mobile operator: Ask them to block your SIM card to prevent anyone from receiving SMS messages or calls on your number.
- Report the theft: If your phone was stolen, file a report with your local police. This may be required by your bank or insurance provider.
📲 Setting up Wero on a new phone
Once you have a new phone:
Wero app users: Download the app and re-register with your bank.
Banking app users: Set up Wero again through your mobile banking app after reinstalling it. You may need to reactivate Wero within the app.
💡 Good to know
Wero has security protections: Access to Wero and payment authorisations are protected by the authentication method configured for your account (such as your phone's fingerprint reader, face scanner or a password).
Your bank details are hidden: Wero never displays your IBAN or bank account number in the app.
No payments without you: Every payment you make requires your fingerprint, face recognition or your PIN. A lost phone alone is not enough to make a payment.