Misplaced your card? Freeze it on our app to pause all card‑based transactions and unfreeze it when you're ready.
If you lose or misplace your card, you can temporarily freeze your Debit or Credit Card on our app. This blocks all card-based transactions. You can unfreeze it anytime. Freezing a card is quick, secure and doesn’t affect your account or debit orders.
When your card is frozen:
Freeze your card if you've temporarily misplaced it and expect to find it again soon. It's designed to help protect your account while you look for your card. It's not intended to stop subscriptions or payments.
If you've frozen and unfrozen the same card multiple times, you may no longer be able to temporarily freeze that card. This helps ensure the Freeze Card feature is used to protect your account when your card is temporarily lost or misplaced.
If you're concerned that your card has been lost, stolen or used for fraud, stop your card and contact us so we can investigate.
Need help? Call us directly from your app, contact our Client Care Centre or chat to us on WhatsApp.
| Stop card | Replace card | Freeze card |
| Use this option if your card is stolen or you suspect fraud | Use this if you want a new card but don’t want to stop existing subscriptions or payments | Use this card if your card is temporarily misplaced |
| Stopping your card is permanent and cannot be undone | Replacing your card gives you a new card and card number | Freezing your card is temporary. The card is blocked but not closed |
| When you stop a card, it’s closed straight away | Existing payments and subscriptions continue | All transactions stop while the card is frozen (this includes withdrawals, purchases, subscriptions and card‑based payments) |
| All transactions and all subscriptions linked to the card will decline | Digital wallets linked to the card will continue to work | When you unfreeze it, the same card and card details stay active |
| The card will no longer work in digital wallets | No need to re-set subscriptions or payments | You do not need a new card. You can only freeze your card on our app |
| You need to get a new card with new card details. For physical cards, you’ll pay a replacement fee. For virtual cards, simply create a new one on our app | You can replace your card on our app. | A frozen card cannot be added to Google Pay, Apple Pay, Samsung Pay or Garmin Pay |
Supported card types:
Note: Only the primary account holder can unfreeze a frozen card.
No. Once a card is reported lost or stopped, it needs to be replaced.
Merchants see a standard decline message. You’ll get an in-app or SMS notification.
Yes. Debit orders linked to your account are not affected.
No. Freezing your card helps protect your account if your card is temporarily lost or misplaced. It's not intended to stop subscriptions or payments.
Using the feature for this purpose may result in:
To cancel a subscription, contact the service provider directly.
If you've frozen and unfrozen the same card multiple times, you may no longer be able to temporarily freeze that card. The Freeze Card feature is designed to help protect your account when your card is temporarily lost or misplaced.
If you suspect fraud or believe your card is no longer secure, stop your card and order a new one. Need help? Call us directly from your app, contact our Client Care Centre or chat to us on WhatsApp.
