You can do this in our app

  • You can freeze your card on the go even if you’ve mis-placed it.
  • If you’re struggling with a spending habit, you can freeze specific transactions such as gambling or online and remote purchases.
  • You can also freeze transactions abroad, contactless, in-person payments and ATM withdrawals on your card.

Gambling support

You can turn on a gambling freeze to instantly block payments to gambling retailers. If you decide to turn off the gambling freeze, it will take 48 hours to re-enable these transactions. See support with gambling for more information.

Mobile app guide

  1. Log in to our app and choose My card on the bottom right of the app.
  2. Choose Card freezes and limits. Scroll to the card you want and toggle on or off for the different freeze options.
  3. That’s it - the changes take effect immediately. You can then log back into the app at any time to update.

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  • Stay up to date with notifications.

 

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Card freezes explained

  • 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.

    Freeze abroad stops payments outside the UK in person and at cash machines. It won’t stop transactions where retailers don’t ask for bank authorisation e.g. payments on Transport for London (TFL) or on planes.

    Freeze online and remote 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 won’t stop:

    • Direct Debits.
    • 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.

    Freeze in person stops transactions where you use your card to make a payment in person, including digital wallets such as Apple Pay and Google Pay.

    It won’t stop:

    • Cash machine withdrawals
    • Transactions where retailers don’t ask for bank authorisation e.g. payments on TFL or on planes.

    Freeze card stops most credit card transactions

    It won’t 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.

    The cash machine freeze instantly blocks your card being used to withdraw money from any cash machine. Your card can still be used for other cash machine services, such as checking your balance.

    Freeze contactless

    This instantly blocks contactless payments with your credit card. 

    But please note: freezing your credit card doesn’t stop contactless payments with Apple Pay and Google Pay.

    If you don’t recognise a transaction, there’s no need to worry, get in touch with us.

  • 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.

  • 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.

  • 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.

    Please make sure that your contact details including your telephone and mobiles numbers are up-to-date. Learn more about updating your details. 

  • If you need to turn off Card freezes but can’t access the app, please contact us so that we can help you. 

  • 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. Please make sure that your contact details, including your mobiles numbers are up-to-date. Find out more on our updating your details page

  • If you have additional card holders with the same card number, you can't freeze your cards. 

    If this applies to you, please order a new primary card, so that we can replace all the cards that have the same number. Once you've got your replacements, you'll be able to use Card freezes.

    Just so you know - when ordering your replacement, make sure you use the 'replace card and PIN' service and not the 'lost or stolen' service.

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Important legal information. We don't charge you to use our mobile services but your mobile operator may charge you for certain services (such as downloading or using the app), so please check with them. Services may be affected by phone signal and functionality. Terms and conditions apply.

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. Android and Google Play are trademarks of Google LLC. Mobile alerts are sent throughout the day, 7 days a week including bank holidays. This is a free service for all eligible MBNA customers.