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

From the Mobile Banking app Home screen, tap ‘More’ at the bottom of your screen.

Step 2

Choose 'Card Management'.

Step 3

Choose Card Freezes.

Step 4

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

Step 5

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

If you do not have our app, download it here to start using our card freeze feature

 

Please note: Our Mobile Banking app is supported by devices running iOS or Android. The app is not compatible with some older versions of the operating systems – check the App Store or Google Play for more details.

If your phone has been subjected to unauthorised modifications (e.g. jailbroken or rooted) the app will not be compatible with your device.

What can be frozen?

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

    • Freeze card - stops most card transactions.
    • Abroad – stops payments outside the UK in person and at ATM machines.
    • Online and remote - stops payments made online, in-app, over the phone and by mail order.
    • In Person - stops payments where you use your card to make a payment in person – including digital wallets such as Apple Pay & Google Pay.
    • Freeze ATM withdrawals - stops ATM 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. More help and support with gambling is available.

  • The Basics

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

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

      Here are the types of freezes you can use:

      • Abroad
      • Online and remote
      • In Person
      • ATM withdrawals (credit cards only)
      • Freeze your card (credit cards only)
      • Freeze Gambling
      • Contactless Transactions (debit cards only - coming soon to credit cards)

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    • 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.

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    • 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.

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    Using Card Freezes

    • 1.
      How does the ‘Abroad’ freeze work and what does it exclude?

      This stops payments outside the UK in person and at ATM machines.

      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.

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    • 2.
      How does the ‘Online and remote’ freeze 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 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.

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    • 3.
      How does the ‘In Person’ freeze work and what does it exclude?

      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:

      • ATM 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.

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    • 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.

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

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    • 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?

      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'.

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    • 7.
      How does the ‘Contactless transactions’ freeze work and what does it exclude?

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

      This is currently only available for debit cards but will be available for credit cards soon too.

      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, please call us on Call 03456 062 062 (or 0044 1244 659 005 from outside the UK).

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    • 8.
      Can I change my contactless payment limit?

      If you have a debit card, you can now use our mobile banking app to choose a contactless payment limit between £30 & £95.  This will be available to credit cards soon too.

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    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.

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    • 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.

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    • 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.

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    • 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.

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    • 5.
      Why can’t I see cash cards in Card Freezes?

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

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    • 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.

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    • 7.
      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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    • 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.

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    • 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.

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    • 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.

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

  • Abroad – stops payments outside the UK in person and at ATM machines.
  • Online and remote - stops payments made online, in-app, over the phone and by mail order.
  • In Person - stops payments where you use your card to make a payment in person – including digital wallets such as Apple Pay & Google Pay.
  • 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. More help and support with gambling is available.
  • Contactless transactions stops contactless transactions worldwide –including digital wallets such as Apple Pay and Google Pay.

The contactless limit increased to £100 on 15 October 2021.  To give you even more control over your card, you can now change your contactless limit in the Card Freezes and Limits section of our app. 

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