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How do I Freeze my card?

Worried about fraud? Freeze your card in-app or contact us.

Updated over 2 months ago

If you think you've spotted suspicious activity on your account, you can Freeze your card to keep your money safe.

Frozen cards can’t be used to make new purchases (but won’t affect your current open purchases so you won’t miss any payments). So, even if someone else is trying to fraudulently use your card to pay for something, the purchase will be automatically blocked.

To Freeze your card:

  • Open the Zilch app

  • Go to Account

  • Select Zilch card settings

  • Toggle ‘Freeze card’ on

You can also return to this screen to unfreeze your card for any reason.

I don't have my phone

If you don’t have access to the mobile you keep your Zilch app on (for example, because it’s lost or stolen) just get in touch:

  • Start a Live Chat by going to Help in the app and then 'Live Chat'

  • Call us on +44 203 405 9774

We can Freeze your card for you or we can cancel it and issue you a new one.

To Freeze your Zilch card:

  • Open the Zilch app

  • Go to Account

  • Select Zilch card settings

  • Toggle on Freeze card

To unfreeze your card, just repeat these steps to toggle Freeze card back off.

Will this freeze my instalments?

No – Freezing your card won't freeze your instalments, you'll still need to make them as usual on any open purchases.

Can I still make online purchases?

No, if your card is frozen you won't be able to make any new purchases online or in-store – any instalments that are due will be taken as usual.

How long will my Zilch card be frozen?

Your Zilch card will stay frozen until you unfreeze it in the app.

Does Freezing my card affect my refunds?

Freezing your card won't impact your refunds. If you're asked to tap your Zilch card for in-store returns, just open your digital wallet and hold your device to the card reader to complete your refund.

My card isn't working but I didn't Freeze it

If you're having issues with your Zilch card, make sure you haven't got a block on your account. If you're still not sure of the problem, you can get in touch or start a Live Chat with our Customer Success team in the app.


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