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What is the freeze card / lock card setting?

If you can't find your debit card, freezing it stops it being used by anybody else. 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 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.

You can freeze your debit card using:

Online Banking

Choose ‘Cards’ in the left hand menu and under Manage your debit card select ‘Freeze/Unfreeze card’. From the list of debit cards, select the required card and then click the ‘Freeze card’ button.

Mobile app

Select the account with the debit card you wish to freeze, select ‘Manage my card & Apple Pay/Google Pay’ and activate the ‘Card freeze’ toggle to block the card.

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 any Isle of Man Bank, NatWest International, NatWest or Tesco cash machine.

Will the freeze 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 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.

Contact us to report your card lost or stolen