Freeze your card

Losing your card can be worrying, but you can take immediate action by freezing your card. Please follow our step-by-step instructions on how to freeze your card in the app. You can always reopen it again in the app if you find it. An annual fee is still charged even if your card has been frozen.

Please note that if the card has been frozen, contactless payments must be reactivated when the card is reopened.

Instructions: Freeze card in the app

1. Open the app on your phone by typing in your security code or using your face ID.
2. You should now be able to see all your cards. You should be able to browse the cards (left or right) until you find the card you would like to freeze.
3. Select the tab just below the card that says View card.
4. You should now see four options. Please select Freeze.
5. You should now see two options: Next or cancel.
6. Select the Next option if you want to freeze the card.
7. Your card is now frozen.

Unfreeze a card in the app

Instructions on how to unfreeze your card using the app.

The process is essentially the same as freezing your card in the app.

1. Open the app on your phone by typing in your security code or using your face ID.
2. You should now be able to see all your cards. You should be able to browse the cards (left or right) until you find the card you have frozen.
3. Select the tab just below the card that says View card.
4. You should now see four options. Please select Unfreeze card.
5. Select the red tab that says Unfreeze card.
6. Your card is now active.