Mortgage support
Worried about paying your mortgage? We have various ways that we can help you.
Freeze card transactions
You can do this in our app
- If you’re struggling with a spending habit, you can freeze specific transactions such as gambling or online and remote purchases.
- If you’ve mis-placed your credit card you can put a freeze on the card itself.
- You can also freeze transactions abroad, contactless and in-person payments on credit and debit cards. And ATM withdrawals on your credit card.
If your card is lost or stolen report it now.
Gambling support
Use our app to block payments to all gambling retailers on your credit or debit card. You can also set a gambling limit for each month on your debit card.
Take a look at our gambling support page for useful tips and tools that might help you.
Mobile Banking app guide
- Log on to our app and choose Manage card on the bottom right of the app.
- Choose Card freezes and limits. Scroll to the card you want and toggle on or off for the different freeze options. You can set gambling and contactless limits here too. If you switch gambling transactions back on it will take 48 hours for this to be re-enabled. All other changes take effect immediately.
- All done. That's it, you can make these changes anytime using our app.
-
Card freezes depend on how and when payments are processed. Some payments are processed instantly and others, like some public transport services or online retailers, are processed later. If you turn on your Card freeze before the payment is processed, the transaction may be stopped.
We also rely on transactions being categorised correctly. In the rare case that this doesn’t happen, we can’t always stop the transaction through Card freezes.
Freeze abroad stops payments outside the UK in person and at Cashpoints.
It won’t stop
- Transactions where retailers don’t ask for bank authorisation e.g. payments on TFL or on planes.
Freeze online and remote stops transactions where your card isn’t there when you pay. For example, online, in-app, phone and mail order payments. It includes digital wallets such as Apple Pay and Google Pay.
It won’t stop
- Direct Debits.
- Anything the retailer considers to be a recurring transaction.
- Transactions where retailers don’t ask for bank authorisation e.g. payments on TFL or on planes.
Freeze in person stops transactions where you use your card to make a payment in person, including digital wallets such as Apple Pay and Google Pay.
It won’t stop
- Cashpoint withdrawals
- Transactions where retailers don’t ask for bank authorisation e.g. payments on TFL or on planes.
Freeze card stops most credit card transactions
It won’t stop
- Balance transfers and money transfers.
- Payments into your account e.g. refunds.
- Recurring transactions. Your card can still be used for recurring payments such as household bills.
- Transactions where retailers don’t ask for bank authorisation e.g. payments on TFL or on planes.
Freeze at cash machines
This stops Cashpoint withdrawals worldwide.
It won’t stop:
- Other Cashpoint activities e.g. PIN services
- When you’re in the UK, this Card freeze only applies to credit cards.
Freeze contactless
This instantly blocks contactless payments with your debit or credit card.
But please note the following difference:
- Freezing your debit card also stops contactless payments with Apple Pay and Google Pay.
- Freezing your credit card doesn’t stop contactless payments with Apple Pay and Google Pay.
If you don’t recognise a transaction, there’s no need to worry. Have a look at our online guide to see what steps you should take.
-
- 1. Jump to What’s the difference between ‘Freeze card’ and ‘Set specific restrictions'?
- 2. Jump to What’s the difference between card freezes and reporting my card lost or stolen?
- 3. Jump to Why was a transaction approved while I had Card Freezes on?
- 4. Jump to An online payment was stopped, but card freeze was off. Why?
- 5. Jump to Do Card Freezes stay in place when I get a new card?
- 6. Jump to Why can I see two versions of my debit card in Card Freezes?
- 7. Jump to Why can’t I see cash cards in Card Freezes?
- 8. Jump to What happens if my card is used with a card freeze on?
- 9. Jump to Can I access Card Freezes outside of the mobile app?
- 10. Jump to How do I remove Card Freezes if I don’t have my phone or app with me?
- 11. Jump to How do Card Freezes work if I have a joint current account?
- 12. Jump to How does it work if I have additional cards on my credit card?
-
1.
What’s the difference between ‘Freeze card’ and ‘Set specific restrictions'?
‘Freeze card’ is a quick way to apply all available restrictions to your credit card, while ‘Set specific restrictions’ lets you apply individual freezes.
Individual freezes can be applied to both debit and credit cards. However, only credit card users will see the ‘Freeze card’ option.
Back to top -
2.
What’s the difference between card freezes and reporting my card lost or stolen?
Card freezes are restrictions you can apply yourself to your debit and credit cards. You can update your freezes in the Mobile Banking app at any time. When you report your card as lost or stolen, we’ll cancel it and order you a new one.
Back to top -
3.
Why was a transaction approved while I had Card Freezes on?
Card freezes don’t stop all transactions. Each freeze has some exceptions. Read more details on the Card freeze you’re looking for in the FAQs above.
Back to top -
4.
An online payment was stopped, but card freeze was off. Why?
Card freezes depend on how and when payments are processed. Some payments are processed instantly and others, like some public transport services or online merchants, are processed later. If you buy something online with the ‘online and remote’ freeze off but turn it back on before the payment is processed, it may still be stopped.
Back to top -
5.
Do Card Freezes stay in place when I get a new card?
All settings will be copied over to new cards unless your old card has been reported as lost or stolen. If this happens, you will need to reapply your freezes to your new card.
Back to top -
6.
Why can I see two versions of my debit card in Card Freezes?
If your card is about to expire or get replaced, we will show both the old and new cards for a while – even if you haven’t got the new card yet. Once the old card expires or stops working, you won’t see it in Card freezes anymore.
Back to top -
7.
Why can’t I see cash cards in Card Freezes?
Currently, Card freezes only work with debit and credit cards.
Back to top -
8.
What happens if my card is used with a card freeze on?
If we stop a transaction because of a freeze, we’ll send a text to the UK mobile number we hold on record for you. This will tell you the details of the transaction.
Back to top -
9.
Can I access Card Freezes outside of the mobile app?
Currently, you can only use Card Freezes on our Mobile Banking app.
Back to top -
10.
How do I remove Card Freezes if I don’t have my phone or app with me?
If you need to turn off Card Freezes but can’t access the Mobile Banking app, we can help. Ask us in-branch or over the phone.
Back to top -
11.
How do Card Freezes work if I have a joint current account?
Each joint account holder has their own debit card, so freezes you use on your card won’t affect theirs.
Back to top -
12.
How does it work if I have additional cards on my credit card?
As the primary card holder, only you can apply Card Freezes to your primary and additional cards and each card can have different freezes.
If we stop a transaction because of a freeze, we’ll send you an SMS.
Back to top
Apple Pay is not available on all debit cards, credit cards and accounts. Restrictions include: Non-personal accounts, Visa credit cards, Electron cards, additional credit card holders and customers under 13 years of age. Available on iPhone 6/6+ and above, iPad with Touch ID and Apple Watch
Google Pay is not available on all debit cards, credit cards and accounts. Restrictions include: Electron cards, Visa credit cards and additional credit card holders, non-personal accounts, Basic Bank accounts and customers under 13 years. Google Pay app must be downloaded and is available on Android devices with contactless capability (NFC), running on the Android 4.4 KitKat Operating system or newer.