1. Explain the circumstances when you contact us
Say clearly that the key may have been stolen, rather than simply requesting a spare. Tell us whether all keys are missing and whether you can still access the vehicle.
Mention if the key disappeared together with documents or belongings that identify the car or its location. Avoid posting key codes, identity documents or detailed security information in public comments. If there is an immediate danger, contact the emergency services first.
- Registration, make, model and year
- Vehicle location and a safe contact number
- Number of remaining keys
- What happened and when you noticed it
2. Ask what happens to electronic authorisation
Ask whether the missing key can be removed from the vehicle’s recognised-key list, and whether that work is included in the proposed job. Support and procedures depend on the vehicle.
Volvo’s guidance for a 2015 V40, for example, says the lost remote’s code should be erased and remaining remotes should accompany the replacement work. This is a vehicle-specific example, not a promise that every car uses the same process.
Ask which available keys should be present. At completion, confirm which keys are expected to work and whether the missing key’s authorisation was actually addressed.
3. Discuss physical access separately
Electronic authorisation and a physical lock are separate issues to ask about. Do not assume that changing a key’s electronic status also changes the shape of a door-lock mechanism.
Ask whether the old blade could still operate a physical lock and whether any additional lock assessment is appropriate. The options, suitability and price should be explained for your vehicle before you agree to more work.
4. Keep a record of the result
Record the replacement keys supplied, the functions tested and any security work agreed. If the original key is found later, ask what to do with it rather than assuming it remains usable or has been disabled.
For a lost phone with vehicle access, follow the manufacturer’s account and digital-key guidance as well. Phone access and physical keys may need separate attention.
Once the immediate issue is resolved, keep a working spare separately and review who holds each key. If an insurer or vehicle owner is involved, check their requirements directly before making assumptions about cover or approval.
Common questions
Will supplying a new key automatically stop the stolen key working?
Do not assume so. Ask what security work is included and what has actually been changed for your vehicle, including any electronic and physical access questions.
Should I bring my remaining keys?
Tell the team how many remain and ask which should be present. Some manufacturer procedures require the remaining keys as part of the work.
What if I find the missing key afterwards?
Contact the provider that carried out the work. They can explain which functions the old key should retain and whether it needs to be checked.
Sources and further reading
These sources support the general guidance. For vehicle operating instructions, use the handbook for your exact model and year.