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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
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
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
The full freeze instantly blocks transactions on your card, including:
It still allows:
The cash machine freeze (credit card only) instantly blocks your card being used to withdraw money from any Cashpoint. Your card can still be used for other Cashpoint services, such as checking your balance.
This instantly blocks contactless payments with your debit or credit card.
But please note the following difference:
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.
The full freeze is a quick way to apply all available freezes to your card. You can select other card freezes if you do not want to fully freeze your card, but do want to stop individual payment types.Back to top
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
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
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
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
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
Currently, Card freezes only work with debit and credit cards.Back to top
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
Currently, you can only use Card Freezes on our Mobile Banking app.Back to top
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
Each joint account holder has their own debit card, so freezes you use on your card won’t affect theirs.Back to top
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