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 transactions

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.

    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

    • 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.

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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 ‘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 +44 173 357 4121.

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    • 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 +44 173 357 4121.

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    • 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 +44 173 357 4121.

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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 merchants don’t request prior authorisation e.g. some contactless payments.
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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 cardholder, 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:

  • 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.

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.

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