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DOC-704 Suspended card renewals #338

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DOC-704 Suspended card renewals #338

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DOC-704 Suspended card renewals
ntombing Jun 30, 2025
5f4e356
fixup! DOC-704 Suspended card renewals
ntombing Jun 30, 2025
ce21658
fixup! DOC-704 Suspended card renewals
ntombing Jun 30, 2025
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fixup! DOC-704 Suspended card renewals
ntombing Jul 4, 2025
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23 changes: 23 additions & 0 deletions docs/topics/cards/physical/index.mdx
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Expand Up @@ -366,6 +366,29 @@ flowchart LR
| `ToRenew` | Status triggered automatically 10 weeks before the card's expiry date. After this status is triggered by the Swan API, you can't stop the renewal process.<br /><br />*If you or the cardholder doesn't want to renew a physical card, [cancel the card](./guide-cancel.mdx) **at least 11 weeks** before the expiry date.* |
| `Renewed` | Status triggered automatically 8 weeks before the card's expiry date. No updates to the delivery address can be made after this status is triggered. |

### Suspended physical cards {#renew-suspended}

The renewal process for a suspended physical card depends on when the card is **resumed**. Two key changes occur at **10 weeks** and **8 weeks** before expiry:
- At **10 weeks** before expiry, eligible cards move to the `ToRenew` status.
- Between **10 and 8 weeks** before expiry, there's a 2-week window to [update the shipping address](/topics/cards/physical/guide-renew).
- At **8 weeks** before expiry, if the card is still in `ToRenew`, it moves to `Renewed`, and the new card is created and shipped.

:::warning Renewal status requirement
If a physical card isn't in `ToRenew` by the 8-week mark, a new card will not be issued and the existing card will be canceled at expiry.
:::

| Scenario | Physical card status at 10 weeks | Physical card status at 8 weeks | Physical card status at expiry date |
|---|---|---|---|
| Suspended and resumed more than **10 weeks** before expiry | `ToRenew` | `Renewed` | `Renewed` |
| Suspended and not resumed more than **10 weeks** before expiry | `Suspended` | `Suspended` | `Canceled` |
| Suspended and resumed between **10 and 8 weeks** before expiry | `ToRenew` | `Renewed` | `Renewed` |
| Suspended and not resumed between **10 and 8 weeks** before expiry | `ToRenew` | `Suspended` | `Canceled` |
| Suspended between **10 and 8 weeks** before expiry and resumed less than **8 weeks** before expiry | `ToRenew` | `Suspended` | `Canceled` |
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I believe this needs a comma after the first before expiry.


If a card is already in `Renewed` and is then `Suspended`, **both the existing and new card** will be `Suspended`.
This doesn't affect the shipping of the new card, it will still be sent.
You must resume the new card before it can be `Activated`.

### Activating the new card {#renew-activate}

After the cardholder makes an in-person transaction with the new card using the Chip and PIN payment method, the new card's status changes from `Renewed` to `Activated`.
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