Yes, if your card couldn't be delivered, we'll notify you straight away. In most cases, you can reorder a replacement directly from the app, at no extra cost.
What does "Delivery failed" mean?
If the carrier wasn't able to deliver your card, we're notified and your card status updates automatically. Both you and the person who placed the order (if that's someone else) will receive an email.
To check the status, go to the Cards section in your Qonto app and tap the card in question, you'll see Delivery failed under the order status.
How do I reorder my card?
If you have permission to order cards, you can reorder directly from the app:
- Go to the Cards section and select the card that could not be delivered.
- Click Reorder card.
- Confirm or update the delivery address for the new card.
- Confirm your order via Strong Customer Authentication on your paired device.
Reordering after a failed delivery is always free, you won't be charged again for shipping or for the card itself.
If you don't have the permission to order cards, you won't see “the Reorder button”. Ask an Admin or a Manager with card-ordering rights to reorder it for you.
They will not see your personal delivery address, but they can trigger the reorder and you'll be asked to confirm it.
I don't see "Delivery failed" or a "Reorder" button. What should I do?
This can happen in two cases:
- The user does not have the "Create card" permission
- The timeline is hidden. This applies within 60 days of the shipping date, or within 30 days of the reported loss date
In that case, reach out to us via the in-app chat and we'll sort it out for you.
💡Good to know:
- You are always notified if your card could not be delivered, even outside these timeframes.
- Reordering after a confirmed failed delivery is free. If you report a card as lost yourself (for example, because you misplaced it), different conditions may apply.
You can also read these articles to learn more:
👉 How long does it take to receive a card?