Card and transaction freezes

Our Mobile Banking app lets you freeze and unfreeze different types of transaction on your debit or credit cards.

It’s really useful if you want to control how and where your cards can be used. Or if you’ve temporarily forgotten where you put your card.  Don't use this feature if your card is lost or stolen, you must report that to us.

What can you freeze?

Debit and credit cards

You can freeze these types of transactions on your debit or credit card. This will freeze all cardholders credit cards.

  • 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.
  • Abroad - stops in person and ATM payments outside the UK.
  • 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 contactless transactions- stops contactless transactions worldwide. Including digital wallets such as Apple Pay and Google Pay.
  • Change your contactless limit - the contactless limit increased to £100 on 15 October 2021. Find out how to change your contactless limit.

And for credit cards you can also freeze the following:

  • Card - stops most card transactions.
  • ATM withdrawals - stops your card from being used to take money out at cash machines.

 

You'll find the full details of what each freeze covers by jumping down to our FAQs section.

You'll need our app to freeze transactions

Android devices

If you have a compatible Android mobile phone or tablet you can download our app from Google Play.

 

Apple devices

If you have a compatible iPhone or iPad you can download our app from the Apple App Store.

 

Step by step guide

Sign in, then tap ‘Manage card’ on the bottom right of the app.

Choose 'Card Freezes and limits'.

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 sign back into the app at any time to update.

What to do if your card is lost or stolen

You'll need to report it to us straight away.  We'll cancel your card and send a replacement card out to you.

Here’s how to report a lost or stolen card.

Card and transaction freezes explained

  • 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'.

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

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

    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 retailers, 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 3189.

  • 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.

    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 3189.

  • 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.

    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 3189.

  • 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.
  • How does ‘Freeze at cash machines’ work and what does it exclude?

    This stops cash machine withdrawals worldwide.

    It does not stop:

    • Other cash machine activities e.g. PIN services.

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

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

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

    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 +44 173 357 3189.

  • Can I change my contactless payment limit?

    If you have a debit or credit card you can now use our Mobile Banking app to choose a contactless payment limit between £30 & £95.

    • 1.
      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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    • 2.
      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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    • 3.
      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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    • 4.
      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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    • 5.
      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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    • 6.
      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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    • 7.
      Why can’t I see cash cards in Card Freezes?

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

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    • 8.
      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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    • 9.
      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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    • 10.
      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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    • 11.
      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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    • 12.
      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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Need support for a gambling problem?

Putting on a bet every now and then can be fun. But it can get out of control.

We're here to help if you think gambling is a problem you can’t manage.

Support with gambling

Please note: To use our Mobile Banking app you need to have a valid phone number registered to your account and be set up to manage your accounts using Online Banking. Our app is available to iPhone and Android users only and minimum operating systems apply, so check the App Store or Google Play for details. Device registration required. The app doesn’t work on jailbroken or rooted devices. Terms and conditions apply.

Android/Google Play is a trademark of Google LLC. Apple, the Apple logo, Touch ID and Face ID are trademarks of Apple Inc, registered in the U.S. and other countries. App Store is a service mark of Apple Inc.