Want more control over your cards?

This handy feature in our Mobile Banking app lets you quickly freeze and unfreeze different types of transaction on your debit or credit cards.

What can be frozen?

Debit and credit cards

It’s really useful if you’ve forgotten where you have put your card (but you know it’s not lost or been stolen).

You can freeze these types of transaction on your debit and credit card with a quick toggle on or off:

  • Abroad – freeze payments outside the UK in person and at Cashpoint® machines.
  • Online and remote - freeze payments made online, in-app, over the phone and by mail order.
  • In person - freeze payments where you use your card to make a payment in person – including digital wallets such as Apple Pay & Google Pay.
  • Gambling - freezes most gambling transactions the moment you turn it on. If you turn it off, the freeze will be removed in 48 hours. More help and support with gambling is available.
  • Contactless transactions - freeze contactless transactions worldwide – including digital wallets such as Apple Pay and Google Pay. You can also change your contactless limit in the Card Freezes and Limits section of our app.

For credit cards you can also freeze the following:

  • Card - stops most card transactions.
  • Cashpoint withdrawals - stops Cashpoint withdrawals.

To freeze a transaction type in the app

1. Manage card

Log on to our app and choose Manage card on the bottom right of the app.

2. Choose 'Card freezes and limits’

Choose Card freezes and limits. Scroll to the card you want and toggle on or off for the different freeze options.

3. All done

That’s it - the changes take effect immediately. You can then log back onto the app at any time to update.

If your card is lost or stolen:

If your card is lost or stolen:

You will need to report it to us straight away.  We will cancel your card and send a replacement card out to you.

Report a lost or stolen card

Frequently asked questions

  • How does ‘Freeze gambling’ work?

    What transactions can/can’t be stopped?

    Every time you pay for something with your card, we know the type of merchant you’ve paid by the code they use to identify themselves.

    When your freeze is turned on, we’ll block any transaction attempted with those who identify themselves as gambling merchants.

    If the transaction doesn’t appear to have been made at a gambling merchant, or a merchant hasn’t authorised it with us first, then we won’t be able to stop it - even if you believe it to be gambling related.

    Payments made in to your account, like winnings, withdrawals or refunds, will not be affected and will still go through.

    How do I turn it off?

    To turn this off, just tap the ‘Remove freeze’ button in the app. You won’t need to call us.

    Once you’ve done this, we’ll remove the freeze after 2-3 days to give you time to change your mind - and your ‘Freeze gambling’ status will change to 'OFF'.

  • This stops payments outside the UK in person and at Cashpoints.
     

    It does not stop: 

    • Transactions where retailers don’t ask for bank authorisation e.g. payments on TFL or on planes

    Please note: 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.

    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.

  • This 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 does not stop:

    • Direct Debits (debit card only)
    • 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

    Please note: 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.

    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.

  • This stops transactions where you use your card to make a payment in person, including digital wallets such as Apple Pay and Google Pay.
     

    It does not stop:

    • Cashpoint withdrawals
    • Transactions where retailers don’t ask for bank authorisation e.g. payments on TFL or on planes

    Please note: 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.

    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.

  • This stops most credit card transactions but there are some exceptions


    It does not 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.

  • This stops Cashpoint withdrawals worldwide.
     

    It does not stop:

    • Other Cashpoint activities e.g. PIN services
    • Please note: When you’re in  the UK, this Card freeze only applies to credit cards.

  • This stops contactless transactions for debit and credit cards worldwide –including digital wallets such as Apple Pay and Google Pay.
     

    It does not stop:

    • Transactions where retailers don’t ask for bank authorisation e.g. payments on TFL or on planes

    Please note: 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 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.

    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.

  • If you have a contactless debit or credit card, you can use our Mobile Banking app to choose a contactless payment limit between £30 & £95.

    • 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.

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    • 2.
      What’s the difference between Card Freezes and reporting my card lost or stolen?

      When you report your card as lost or stolen, we will cancel it and order you a new one. You won’t need to do this with Card freezes; they are temporary, so you can switch them on or off as you need.

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    • 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.

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    • 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.

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    • 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.

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    • 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.

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    • 7.
      Why can’t I see cash cards in Card Freezes?

      Currently, Card freezes only work with debit and credit cards.

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    • 8.
      What happens if my card is used with Card Freezes on?

      We’ll stop the transaction and send an SMS to the UK mobile number we hold on record for you. This will tell you the details of the transaction.

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    • 9.
      Can I access Card Freezes outside of the mobile app?

      Currently, you can only use Card Freezes on our Mobile Banking app.

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    • 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.

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    • 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.

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    • 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.

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More Card and PIN services

Manage how your cards are used, report your card lost or stolen and view your PIN online.

Important legal information

Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

Mobile Banking: Mobile Banking is available to Internet Banking customers. We don’t charge you for Internet Banking but your mobile phone provider may charge for some services. Please check with them. Phone signal and functionality may affect services. Terms and conditions apply.

Mobile Banking app: Our app is available to Internet Banking customers with a UK personal account and valid registered phone number. It’s only available to iPhone and Android users. Minimum operating systems apply, so check the App Store or Google Play for details. Our app does not work on jailbroken or rooted devices. You must register your device.

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