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.
From the Mobile Banking app Home screen, tap ‘More’ at the bottom of your screen.
Choose 'Card Management'
Choose ‘Manage your card’
Choose ‘Card Freezes’
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 at any time to update.
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.
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:
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.
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:
There are many reasons to apply Card Freezes, but you may want to use it when:
‘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 topWhen 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 topThis 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:
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 topThis 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:
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 topThis 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:
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 topThis stops ATM withdrawals worldwide.
It does not stop:
Please note: When you’re in the UK, this Card Freeze only applies to credit cards.
Back to topThis stops most credit card transactions but there are some exceptions.
It does not stop:
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'.
Back to topCard 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 topCard 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 topAll 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 topIf 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 topCurrently, Card Freezes only work with debit and credit cards.
Back to topWe’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 topCurrently, you can only use Card Freezes on our Mobile Banking app.
Back to topIf 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 topEach joint account holder has their own debit card, so freezes you use on your card won’t affect theirs.
Back to topAs 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 topYou can securely restrict these types of transaction on your debit card, with a quick toggle on or off:
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.