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Polaris Express Docs

Report a lost or stolen EV card

If your EV card is missing — left at a charger, dropped in a parking lot, or taken from your bag — you want it shut off before someone else plugs in on your tab. This tutorial walks you through reporting the card from your account so it stops authorizing new sessions. You need a few minutes and access to the email or login you use for Polaris Express.

Before you start

Section titled “Before you start”
  • Sign in to your account at the customer dashboard.
  • Know which card is missing. If you have more than one, check the display name or card ID on your Cards page.
  • If a session is running right now on the missing card, reporting it lost will also stop that session.

Goal Report a lost or stolen EV card

Time~2 min

  1. Open the Cards page

    From the sidebar, go to Cards. You’ll see every EV card linked to your account, with its status next to the name.

    Your Cards page lists every card on your account.

  2. Open the card you want to report

    Click the card you’re reporting. The detail page shows the card’s display name, card ID, when it was issued, and when you last used it.

    If the card is already marked inactive, you won’t see the report button — someone (or a previous report) has already deactivated it.

  3. Click Report lost

    In the header of the card page, next to the status badge, click Report lost. A dialog opens asking you to confirm.

    The Report lost button sits next to the card's status badge.

  4. Add a reason (optional) and confirm

    You can add a short note — for example, “left at the office charger” or “stolen from car.” The note is sent to the operator along with the report, so they have context when they follow up about a replacement. You can leave it blank.

    Confirm the report to submit it.

Verify

Section titled “Verify”

After you confirm, the card’s status badge changes from active to inactive, and the Report lost button disappears from the header. From this point:

  • The charger will refuse the card the next time someone taps it.
  • If a session was running on the card when you reported it, it stops on its own.
  • The operator gets a notification so they can issue a replacement and review any disputed charges.

Troubleshooting

Section titled “Troubleshooting”

The Report lost button isn’t showing up. The button only appears on cards that are currently active. If the badge says the card is already inactive, it’s already been deactivated — either by an earlier report or by an operator. Contact the operator if you need a replacement.

I got an error saying the card can’t be reported. If you’re viewing your account through an operator’s read-only impersonation session, you can’t submit the report yourself. Sign in directly with your own account and try again.

I reported the wrong card. You can’t reverse a lost-card report from your account. Email the operator and ask them to reactivate the card. The contact email is on your card detail page.

A charge appeared after I reported the card. Reporting the card stops new sessions and any session in progress, but a charge that finished a moment before the report can still post. If you see a session you didn’t authorize, contact the operator with the session ID from your Sessions page.

Section titled “Related”