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Keep control of your cards in the App

We’ve all been there, when you can’t find your card and you start to worry about where it might be. But you don’t need to worry as you can freeze and unfreeze your card using your App to temporarily block card payments (while you retrace your steps and check down the back of the sofa). If it turns up, great just unfreeze and you’re good to go but if not you can use your App to report your card as lost, stolen or even damaged and a new one will be sent to you.

Freeze and unfreeze your card

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    Here’s what freezing your card will stop:

    • cash withdrawals
    • contactless payments
    • online and in-store shopping
    • digital wallet payments, such as Apple Pay or Google Pay
    • continuous or recurring card authorisations (Netflix or Apple Music).

     

    Freezing your card will not stop:

    • Direct Debits and standing orders.
    • any card payment requests that were authorised before you froze the card.

     

    To freeze your card follow these simple steps:

    1. Log into our App using Touch/Face ID or your Digital Secure Key
    2. Select ‘Cards’ from the menu
    3. Choose the card you’re wanting to freeze
    4. Select the ‘Freeze card’ button
    5. You’ll get a pop up to confirm you want to stop all transactions on your card
    6. Select ‘Freeze card’ and your card will then be frozen.

     

    The same journey can then be taken to unfreeze your card.

    Report your card as lost, stolen or damaged

    You can report this in the App by following these simple steps:

    1. Log into our App
    2. If you have an iOS phone click the three dots on the bottom right of the screen. If you have an Android phone click the three lines at the top left of the screen
    3. Select ‘Cards’ from the menu
    4. Then select the ‘Report lost, stolen or damaged’ button
    5. Here you can choose either ‘Report lost or stolen’ or ‘Report damaged’.
    6. Once you have selected which one, you can now choose the card(s) you’re wanting to report as either lost, stolen or damaged and click ‘Next’.
    7. Now we will need a few details from you before we can cancel your card(s). 

    If your card has been lost or stolen, we’ll send you a replacement card with a new 16-digit number. If it was damaged, the 16-digits will remain the same. In all cases, you’ll see the new card details straight away in the cards section of your app.

    If you have any questions about reporting your card in the App, see our FAQS below. 

    If you don’t have our App, please call us on 03 456 100 100 to report your card as lost, stolen or damaged.

    Lines are open Monday to Sunday, 24 hours.

    Freeze and unfreeze FAQs

                 

    Lost, stolen or damaged card FAQs