Want more control over your cards?

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

What can be frozen?

Debit and credit cards

You can freeze the following transaction types on your debit and credit cards in the Mobile Banking app:

  • Abroad – Freezes in-person payments and Cashpoint® withdrawals made outside the UK only
  • Online and remote – Freezes payments made online, in-app, over the phone or by mail order
  • In person – Freezes in-person payments
  • Contactless – Freezes contactless payments.

You can also freeze the following transaction types on your credit card:

  • ATM withdrawals - Freezes withdrawals from Cashpoint machines.
  • Freeze card – Freezes all the transaction types above.

Our Mobile Banking app also lets you freeze or limit gambling payments:

  • Turn on a gambling freeze on your debit or credit card to instantly block payments to gambling retailers. If you decide to turn off the gambling freeze, it will take 48 hours to re-enable these transactions.
  • Set a gambling limit on your debit card for the amount you allow yourself to spend with gambling retailers each month.

See support with gambling for more information about these features.

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

  • 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.

    • 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?

      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.

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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 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.

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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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