The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

    •  

    Want more control over your cards?

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

    It’s really useful if you’ve temporarily forgotten where you put your card (but you know it’s definitely not lost or been stolen) – or if you just want to control how and where your cards can be used.

    How to freeze and unfreeze

    Step 1

    Step 1

    From the Mobile Banking app Home screen, tap ‘More’ and choose 'Card Management'

    Step 2

    Step 2

    Choose 'Card Freezes'

    Step 3

    Step 3

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

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

    What can be frozen?

    • You can securely restrict these types of transaction on each of your cards (including any additional cardholders' cards) with a quick toggle on or off:

      • Freeze card - stops most card transactions.
      • Freeze abroad - stops ATM withdrawals, and till and terminal transactions outside the UK.
      • Freeze online and remote - stops online, in-app, phone and mail order payments.
      • Freeze at tills and terminals - stops transactions when your card is present at the place of payment.
      • Freeze ATM withdrawals - stops cash machine withdrawals.
      • Freeze gambling - stops most gambling transactions the moment you turn it on. If you turn it off, it will take 2-3 days to remove the freeze.

      You'll find the full details of what each freeze covers in the FAQs section.

       What to do if your card is lost or stolen

      You need to report a lost or stolen card to us straight away. You can do this through our Mobile Banking app or Internet Banking – tap ‘Lost or stolen cards’ from the Card Management menu. You can also let us know in branch or call Phone Banking. Here’s how to report a lost or stolen card.

    • The Basics

      Using Card Freezes

      Issues and Queries

      The Basics

      • 1.
        What are Card Freezes and when should I use them?

        Card Freezes let you choose where and how your debit or credit card is used. It’s in your control, which means you can switch them on or off at any time. Here’s what you can do:

        • Freeze abroad.
        • Freeze online and remote.
        • Freeze at tills and terminals.
        • Freeze ATM withdrawals (credit cards only).
        • Freeze your card (credit cards only).

        There are many reasons to apply Card Freezes, but you may want to use it when:

        • Your card is temporarily misplaced. This way, you won’t have to cancel your card and you’ll stay protected as you look for it.
        • You want to restrict how your card is used.
        Back to top
      • 2.
        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
      • 3.
        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.

        Back to top

      Using Card Freezes

      • 1.
        How does ‘Freeze abroad’ work and what does it exclude?

        This stops your card being used in physical terminals and ATMs outside of the UK - including digital wallets such as Apple Pay and Google Pay.

        It does not stop:

        • Transactions where merchants don’t request prior authorisation e.g. some contactless payments.

        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, please call us on 0345 3000 000 (+44 170 227 8272 from outside the UK).

        Back to top
      • 2.
        How does ‘Freeze online and remote’ work and what does it exclude?

        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 merchant considers to be a recurring transaction.
        • Transactions where merchants don’t request prior authorisation e.g. some contactless payments.

        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, please call us on 0345 3000 000 (+44 170 227 8272 from outside the UK).

        Back to top
      • 3.
        How does ‘Freeze at tills and terminals’ work and what does it exclude?

        This stops transactions where your card is there when you pay, such as at tills and terminals worldwide – including digital wallets such as Apple Pay and Google Pay.

        It does not stop:

        • ATM withdrawals.
        • Transactions where merchants don’t request prior authorisation e.g. some contactless payments.

        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, please call us on 0345 3000 000 (+44 170 227 8272 from outside the UK).

        Back to top
      • 4.
        How does ‘Freeze ATM withdrawals’ work and what does it exclude?

        This stops ATM withdrawals worldwide.

        It does not stop:

        • Other ATM activities e.g. PIN services.

        Please note: When you’re in  the UK, this Card Freeze only applies to credit cards.

        Back to top
      • 5.
        How does ‘Freeze card’ work and what does it exclude?

        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 merchants don’t request prior authorisation e.g. some contactless payments.
        Back to top
      • 6.
        How does ‘Freeze gambling’ work and what does it exclude?

        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?

        Turning off the freeze works differently for debit and credit cards:

        Debit cards

        You’ll only be able to turn this off by calling us.

        The best way to do this is to use the app (so that we know it’s you). Simply tap the ‘Support’ button at the bottom of the screen.

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

        Lines are open 7am-11pm (apart from Christmas Day).

        Credit cards

        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'.

        Back to top

      Issues and Queries

      • 1.
        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
      • 2.
        I bought something online with my Card Freezes off, but it was still stopped. 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
      • 3.
        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
      • 4.
        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
      • 5.
        Why can’t I see cash cards in Card Freezes?

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

        Back to top
      • 6.
        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.

        Back to top
      • 7.
        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
      • 8.
        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
      • 9.
        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
      • 10.
        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

    You can securely restrict these types of transaction on your debit card, with a quick toggle on or off:

    • Freeze abroad - stops ATM withdrawals, and till and terminal transactions outside the UK.
    • Freeze online and remote - stops online, in-app, phone and mail order payments.
    • Freeze at tills and terminals - stops transactions when your card is present at the place of payment.
    • Freeze gambling - stops most gambling transactions the moment you turn it on. If you turn it off, it will take 2-3 days to remove the freeze.

    You'll find the full details of what each freeze covers in the FAQs section.

    What to do if your card is lost or stolen

    You need to report a lost or stolen card to us straight away. You can do this through our Mobile Banking app or Internet Banking – tap ‘Lost or stolen cards’ from the Card Management menu. You can also let us know in branch or call Phone Banking. Here’s how to report a lost or stolen card.

    Download our Mobile Banking app now

    More ways to help you with your Internet Banking

    Our Mobile Banking app

    Use your smartphone and Internet Banking log on credentials to keep up with your balance, move money and pay bills - whenever and wherever you want.

    Our Mobile Banking app

    Using your smartphone or tablet

    Here are the most frequently asked questions about our Mobile Banking apps and using hands-free devices to get the most out of Internet Banking.

    Common FAQs

    Keeping your devices safe online

    Straightforward and simple things you can do to keep your money and devices free from hackers and fraudsters.

    Keeping your devices safe