Lost or stolen SASSA card: what to do in the first hour
On this page (5 sections)
Block the card first, everything else after. Call Postbank on 0800 5354 55 the moment you realise it is gone — that stops withdrawals. Then, if it was stolen, report it to SAPS and get a case number. Then collect a free replacement at a Postbank site with your ID. Your grant is not affected: the money sits in the account, and the new card gives you access to all of it.
Step by step
- Phone Postbank and block the card
0800 5354 55. Give your ID number. Ask them to confirm the card is blocked, and note the time and the name of the person you spoke to.
- If it was stolen, open a SAPS case
Take your ID. Get the case number — you need it if money was taken, and if your ID went with the card it protects you against identity fraud later.
- Get a free replacement
Go to a Postbank site inside Shoprite, Checkers, USave, Pick n Pay, Boxer or SPAR, weekdays 09:00–17:00, with a valid SA ID or temporary ID. Dial *120*355# to find the nearest. It is free.
- Set a new PIN — and keep it to yourself
Choose something no one else could guess. Not your birth year, not the last digits of your ID.
- Check your balance and history
Query anything you do not recognise, with the case number if there is one. Report it to Postbank and to SASSA on 0800 60 10 11.
If money has already been withdrawn
- Block the card, if you have not already.
- Open a SAPS case and get the case number — nothing moves without it.
- Report the unauthorised transactions to Postbank on 0800 5354 55, with the dates and amounts.
- Report it to SASSA on 0800 60 10 11, which is also the fraud line.
- Keep every reference number, and a written note of each call: date, time and who you spoke to.
- If SASSA or Postbank do not respond, escalate — the complaints ladder.
Losing the card is not losing the grant
The card is a means of access, not the grant itself. Payments continue into the account on the normal dates whether or not you hold a working card, and the accumulated money is available as soon as the replacement is issued. Do not let anyone tell you a fee is needed to 'restore' the grant — there are no fees.
Frequently asked questions
How do I block a lost SASSA card?
Call Postbank on 0800 5354 55 immediately. Have your ID number ready.
What does a replacement cost?
Nothing. Replacement is free at Postbank sites, with only a valid SA ID or temporary ID required.
Do I need a police case number?
For a theft, yes — and always if money was taken or your ID went with the card. For a card simply mislaid, blocking and replacing is enough.
Will I get stolen money back?
There is no guarantee. Report it fast, in writing, with a case number, and keep every reference. Speed is what most affects the outcome.
Can someone else collect my replacement card?
No. You must collect it yourself with your own ID.
How long does a replacement take?
Usually the same visit at a Postbank replacement site.
Verified information
- Responsible body
- South African Social Security Agency (SASSA)
- Official source
- sassa.gov.za
- Status
- Officially confirmed
- Date verified
- Confidence
- High confidence
Blocking and replacement procedures confirmed against Postbank and SASSA guidance. Free replacement and the ID-only requirement are confirmed.
SA Benefits is independent and not affiliated with SASSA or government. Editorial guidance on this page is clearly separated from official information — see how we verify.
What's changed on this page (1)
Published with the first-hour sequence, the SAPS case-number step for stolen cards, and what to do when money has already been withdrawn.
Site-wide corrections are logged publicly in the corrections register.
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