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What is the freeze card / lock card setting ?

If you can't find your debit card, freezing / locking it stops it being used by anybody else. On Online Banking, as soon as you click the 'Freeze card' button, it'll be frozen instantly. If you are using your mobile app, you can use the 'Lock Card' setting.

That means there’s no rush to report your card lost or stolen. Instead, you can take some time to look for it.

Freezing / locking your debit card temporarily stops it working:

  • at cash machines
  • for online payments and purchases
  • with Apple and Google Pay
  • for card subscriptions (like Netflix)
  • with a card reader (e.g. confirm a new payment)

But it still allows direct debits, standing orders and refunds.

Will all my card payments be blocked, if I freeze / lock my debit card?

No, we'll still make some of them, including:

  • pending payments we authorised before you froze your card
  • payments a retailer has approved, without being able to check with us first (such as for something bought on a flight or a road toll payment)

If I've frozen / locked my debit card, can I still get cash out of my account?

Yes. You can use the Get Cash service on our mobile app to withdraw cash from an ATM.

Will the freeze / lock card setting work on a flight?

Not usually. A purchase on a plane usually goes through as an offline transaction. Retailers approve these without checking with us first and, when this happens, we can’t stop them.

Will locking / freezing my card affect what I can do, using Online Banking?

Yes. While your debit card is locked / frozen, you won’t be able to use it with your card-reader. So you won't be able to:

  • Access full online banking service when prompted to use card-reader at login
  • make a payment for the first time
  • create or update standing orders
  • update your personal details (email address, mobile number etc)
  • manage your activity alerts

Once you unlock / unfreeze your card, you'll be able to do all these things again.

If you have another debit card, it can be used with the card-reader, as long as it's not locked / frozen too.

Can I lock / freeze someone else's debit card?

You can only lock / freeze your own cards. If you have a joint account holder, you will not be able to lock / freeze their debit card. The joint account holder will have to lock / freeze their own debit card from online banking or the mobile app.

How do I lock my credit card?

If you need to lock or unlock your credit card, please use our mobile app.

What if my card is lost or stolen?

Locking / freezing your debit card gives you time to search for it, if it's gone missing. If you still can't find it, or you're convinced it's lost for good or stolen, let us know and we'll send you a replacement. You can find out how to report your card lost or stolen on How do I report a lost, stolen or damaged debit card and order a replacement?.