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What is the "lock card setting"?

The "lock card" setting will allow you to block any payments from your debit card through your mobile app or online banking.

To find out more about card controls you can set on the app, please search 'what are the different types of card controls?' on our FAQs page.

What does freezing my debit card mean?

If you can’t find your card, freezing it stops it being used by anybody else. As soon as you click the ‘Freeze card’ button, it’ll be frozen instantly.

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

Freezing your debit card temporarily stops it working:

  • at cash machines
  • for online payments and purchases
  • with Apple Pay or 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 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 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 a NatWest International, NatWest, Isle of Man Bank or Tesco ATM.

Will the card freeze 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 freezing my card affect what I can do, using online banking?

Yes. While your debit card is 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 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 frozen too.

Can I freeze someone else’s debit card?

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

What if my card is lost or stolen?

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. Report your debit card lost or stolen