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Freeze or unfreeze your card

  • Updated

Freeze your card to disable it and prevent any further transactions. Unfreezing your card will then enable you to make transactions again.

You can freeze or unfreeze your card instantly by managing your cards from the Neo app or website.

Freeze your card

There is no limit on how many times you can freeze or unfreeze your card. 

Neo app

  1. Log in to the Neo app 
  2. In the Accounts tab, select All
  3. Select your account, tap Card, and then tap Manage
  4. Tap Freeze


  1. Log in to
  2. Select Cards from the left side menu
  3. Choose the card you want to freeze
  4. Click on Freeze

To unfreeze your card, follow the same steps and select Unfreeze.

Pending transactions (including incoming payments to your credit account) will not be blocked when your card is frozen.

When to freeze your card

The most common situations to freeze your card are when you don’t recognize a transaction or if your card is lost or stolen.

Unauthorized transactions

If there are transactions on your account that you don’t recognize, freeze your card to block new transactions. After you freeze your card, report unauthorized transactions.

Lost or stolen card

If you can’t locate your card, freeze your card immediately so you can block any new transactions. If you’re unable to relocate your card or your card is damaged, request a replacement card.

Manage your card’s transaction settings

Freezing your card prevents it from being used for any type of purchase. If you just want to disable online purchases, cash withdrawals, or tap/chip/swipe purchases, then manage your card’s transaction settings

Differences between locked accounts and frozen cards

You can freeze or unfreeze your card at any time to prevent the card from being used for purchases. 

If your account is locked, then your card will also be locked and it won’t work for any purchases. Your account may be locked if you have missed some payments or if there is suspicious activity on your account. Log in to your account to view its status and contact us if your account is locked.

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