Urgent action required

Report a lost or stolen device.

If your phone or device is lost or stolen, act fast. Follow these steps to secure your Axra account immediately — before anyone can access your money.

Act immediately — do not wait. The sooner you act, the better your chances of preventing unauthorised transactions. If you can only do one thing, do step 1 first — freezing your account takes less than 60 seconds.

✦Still have another device?

Secure your account in six steps

Work through these in order. Step one alone stops money leaving your account.

Freeze your account immediately
Log into Axra on a trusted browser or device. Go to Settings → Security → Freeze Account. All transactions — including pending ones — are blocked instantly. You can unfreeze once you are safe.
Log out all sessions
In Settings → Security → Active Sessions, tap “Log out all devices.” This revokes access on the lost device immediately, even if someone has your password.
Change your password and PIN
Go to Settings → Security → Change Password, then change your transaction PIN. Use a strong, unique password you have not used anywhere else.
Review recent transactions
Check your history for anything you do not recognise. Note the date, time, amount, and recipient of any suspicious transaction — you will need this for support.
Contact Axra support
Email support@useaxra.com or fraud@useaxra.com with your account email and a description of what happened. We will verify your identity and help you recover access securely.
Freeze or cancel your card
If your Axra physical or virtual card was stored on the device, go to Cards → Freeze Card. If your card details were saved to a device wallet, contact us to cancel and reissue.

If you cannot access another device

If the lost device was your only way to access Axra, contact us directly:

  • Email fraud@useaxra.com — mark the subject line “URGENT: Lost Device”
  • Include your registered email address and as much detail as possible
  • Our fraud team monitors this inbox 24/7 and will prioritise your case
  • We will freeze your account manually and initiate identity re-verification

Secure your device at the OS level

  • iPhone: use Find My iPhone (icloud.com/find) to remotely lock or erase the device
  • Android: use Find My Device (google.com/android/find) to lock or wipe
  • Contact your mobile carrier to suspend the SIM, preventing SMS-based 2FA interception
  • Change the password for your email account — it is a gateway to many other services

What happens to your money while your account is frozen?

  • No new transfers can be initiated or completed
  • Card payments are declined
  • Incoming transfers are still received and held safely
  • Your wallet balance is completely unaffected — funds are safe
  • You can unfreeze instantly once you have secured your account

Can Axra recover stolen funds?

If funds were transferred without your authorisation, contact us immediately. Our ability to recover funds depends on how quickly you report the incident and whether the receiving institution can reverse the payment. We cannot guarantee recovery, but we will do everything possible to help — including working with our banking partners and, where applicable, law enforcement.

Need immediate help?

Our fraud team monitors reports 24 hours a day, 7 days a week.

Email fraud@useaxra.com