Loss or theft of wallet
If your purse or wallet is lost or stolen, we recommend that you:
- cancel or suspend your bank cards;
- try to recover the cards and documents from the place where the loss or theft occurred (if applicable, you can use the Ministry of Internal Affairs’ Lost and Found page)
- make a list of the documents missing;
- go to a police station to report the loss or theft;
- cancel or report any other lost or stolen cards;
- rrenew or request a duplicate of your documents.
This guide gives recommendations on what to do and how to request a duplicate of lost or stolen cards online or over the counter. You can find information about:
Start by making a list of the documents that are missing and go to a police station as soon as possible. Keep the respective incident report.
Check the Ministry of Internal Affairs’ Lost and Found page, where you can search for documents handed over to the security forces.
Most banks have a specific contact phone number for cancelling bank cards. You should call and cancel your cards immediately. Alternatively, you can contact SIBS (Sociedade Interbancária de Serviços) on 808 201 251 or +351 217918780 if you are abroad.
Many transport operators have a lost property department should you lose your travel ticket or have it stolen. If it is not possible to retrieve the travel pass or ticket, you must inform the transport operator that it is lost so that it can be cancelled.
In order to avoid identity theft related to financial fraud, the document holder or the holder’s representative may report the loss to the Bank of Portugal via the online form for reporting lost identity documents. The police report must always be attached to the form.
The following documents may be reported as lost to the Bank of Portugal:
- Citizen Card
- identity document
- residence permit or permission to stay
The next step is to cancel your Citizen Card, which can be done online within 10 days of the loss or theft.
You can also cancel it by phone, by contacting the Citizen Card helpline on +351 210990111. The line operates 24 hours a day, 7 days a week.
If you wish to cancel in person, please visit the Citizen Map to find the nearest service counter to you.
You can request the renewal of your Citizen Card online in the event of loss, destruction, robbery or theft.
If you wish to attend in person, please visit the page Scheduling an appointment for services relating to the Citizen Card.
A duplicate copy of your driving licence can be requested online or in person. See the Requesting a duplicate of your driving licence page for more information.
If you wish to attend in person, please visit the page Scheduling an appointment for services relating to your driving licence.
A duplicate of the ADSE [health insurance scheme for civil servants] beneficiary card can be requested in person or by post. See the Requesting a duplicate ADSE beneficiary card page for more information.
A duplicate of the ACP [Portuguese Automobile Club] membership card can be requested by phone or in person. See the Requesting a duplicate ACP membership card page for more information.
You can ask the Social Security institution or health subsystem that you are covered under to send you a provisional replacement certificate (CPS) by email.
Find the nearest Citizen Spot to renew the card in person or request a duplicate of the documents.
The Lost Wallet Counter service functions exclusively by appointment at the Laranjeiras Citizen Shop.
To use this service counter, you will need to have at least two of the following documents:
- Citizen Card
- driving licence
- Single Automobile Document
- ADSE card
- ACP card
The Lost Wallet Counter is open on weekdays from 08:30 to 19:00 and on Saturdays from 10:00 to 14:00. You must make an appointment beforehand by phoning the number 300003990 or 210489010 (open working days from 09:00 to 18:00).
Information updated on June 24, 2020