Fraud & security

While we have dedicated teams to monitor account activity and intercept any suspicious transactions, if you are suspicious about transaction(s) that appear on your statement please contact us.

You can temporarily freeze your card through your John Lewis Credit Card app if we are closed.

Please use your John Lewis Credit Card app or online account manager immediately where you can report it and we will issue a replacement.

Alternatively, you can contact the Lost and Stolen Card Helpline.

The Fraud Prevention Team will contact you if we believe there is suspicious activity on your card or account, we may generate an SMS or phone call to your number where we will ask you to confirm if your transactions are genuine or fraud.

We will never ask you to provide personal information in any text messages, emails or calls. However, from time to time our Fraud Prevention Team may call you to check and discuss activity on your account and we will only ask for limited information to verify your identity.

You can do this by using the PIN change facility at any UK Mastercard ATM machine offering a PIN services option and following the instructions on screen.

Any PIN change is live with immediate effect for both cash withdrawals and purchases.

If you have blocked your PIN whilst making a purchase, visit PIN to view your PIN in your John Lewis Credit Card app or online account manager at any time.

Once you have your PIN, you can unblock it by using the card at an ATM. Simply enter the correct PIN and select the option to unblock your PIN.

If you have blocked your PIN when trying to withdraw cash, you will need to contact us to unblock your PIN.

The quickest and easiest way for you to get this resolved is to log into your online account manager and let us know what has happened.

Once you have logged into your online account manager, go to ‘Transactions & Statements’ and select and expand the transaction that is the problem. Once you have expanded the transaction you will see the option ‘Dispute Transaction’. Once you have selected this just follow the instructions to submit your request.

We will ask you to provide some details about the issue and may ask you to provide some evidence to back this up. We will send this information to Mastercard who will review the issue.

As fraudsters are becoming more advanced, we’ve partnered with a third party who help us check that you are making the transaction and not a fraudster.

We build a profile based on how you enter your email address and other key information such as your location. We then compare your information when you make a purchase and, if the details match, your transaction will be approved as we know it’s you.

The data collected is stored by the third party. For more information on how we use your data please visit our privacy notice.

When you’re shopping online you may need to confirm your card details by entering a one-time passcode.

There is now a verification screen where we’ll also ask you to enter your email address. When you enter your email address, we’ll assess how you enter your details, such as the speed you type, as this is unique to you.

We’re not checking your details or updating our records, this is just a way of measuring patterns in human behaviour.

What if I don’t want to enter my email address?
You will have to enter your email address as this is the safest way for us to protect your account and verify it’s you making the payment.