Physical cards are typically delivered within 5 to 21 days. If your card hasn't arrived after the expected delivery window, follow the steps below to check the order and reorder your card if needed.
For: Requesters, Administrators, and Account Owners.
Before you start
Requesters can reorder their own missing card from the mobile app or desktop.
Administrators and Account Owners can reorder a card on behalf of any team member from the Cards tab.
Have the card order date ready before contacting support.- Ensure the delivery address does not contain special characters (e.g., ä, ø) to avoid processing issues.
Symptoms
You haven't received your physical card after the expected delivery time.
The Cards tab shows no update on the card's delivery status.
A reordered card also fails to arrive.
Causes
The delivery address on file is incomplete or incorrect (missing floor, apartment number, or building access details).
The card is still in transit. Classic shipping has no tracking number, so delays can't be confirmed in real time.
The card was delivered but left at a building's reception or mailroom instead of reaching the recipient directly.- The delivery address contains special characters (e.g., ä, ø), which may not be processed correctly by the card partner.
Solutions
As a Requester
Log in to your Spendesk account.
Navigate to My Card.
Click "My card never arrived". This option only appears once the expected delivery date has passed. Note: Reordering is recommended if the card has not arrived after three weeks.
Verify your delivery address and correct it if needed.
Click "Confirm and order" to cancel the old card and request a new one.
Tip: You can also start this reorder flow from the Spendesk mobile app if you don't have access to a desktop.
As an Administrator or Account Owner
Navigate to the Cards tab.
Check the order date of the missing card.
Confirm the delivery address with the cardholder, including floor, apartment number, or building access details.
Mark the card as "Lost" or "Unused" in the Cards tab.
Reorder the card, double-checking the delivery address before confirming. Note: Reordering is recommended if the card has not arrived after three weeks.
Roles: Only Administrators and Account Owners can reorder a card on behalf of another team member. Requesters can reorder their own card directly.
Warning: Reordering a card permanently cancels the previous one. This can't be undone. Tip: While waiting for your physical card to arrive, consider requesting a virtual multi-use card for payments. Note that virtual cards may not be available for all entities, such as US-based entities.
When to contact support
If a reordered card still hasn't arrived, log in and contact the Spendesk support team. Have the card order date and delivery address ready to speed up the investigation.
Spendesk cannot provide proof of delivery or offer express shipping. If you need proof of delivery, contact the carrier directly with your address details.
FAQs
Q: How do I find the card order date?
The card order date is visible in the Cards tab, accessible to Administrators and Account Owners.
Q: Can I track my card delivery?
Tracking is not available for cards sent by classic shipping. Ensure your delivery address is accurate to avoid delays.
Q: What if I don't have access to an Administrator?
Log in and contact Spendesk support directly for assistance.
Q: My card was returned to sender. What should I do?
See What should I do if my Spendesk card is returned to sender? for the specific steps.