Have you lost your payment card, or do you suspect someone stole it? This happens, and you can fix it quickly. You do not need to visit a bank branch or make any phone calls — in most cases, a few taps in your bank's app on your phone are enough. This guide will show you, step by step, how to do it. Do not worry — you cannot break anything by tapping the wrong place on the screen. If you forget something or mix up a step, just start again from the beginning.
An app is a program on your phone where you can see your bank account. You log in to it and can manage your card without leaving home. To log in, you may need a PIN code — a secret number that only you know — or you may be able to log in using your fingerprint or face recognition, if your phone supports this.
It helps to know the difference between two options you will find in the app:
- Temporary card freeze — use this when you are not sure whether you lost the card or just misplaced it somewhere. You can unfreeze the card yourself later in the app.
- Permanently blocking the card — use this when you are certain the card is lost for good, or that someone stole it. This card stops working forever, and the bank sends you a new one.
How to block your card in the bank app — step by step
- Pick up the phone that has your bank's app installed on it.
- Unlock your phone — type in your phone's PIN code, or place your finger on the fingerprint reader.
- Find your bank's app icon on the screen — usually a colourful square with the bank's logo — and tap it with your finger.
- Log in to the app the way you always do, for example with your fingerprint, face recognition, or your app PIN code.
- On the app's main screen, find the "Cards" tab — usually an icon that looks like a payment card, near the bottom or top of the screen.
- Tap the "Cards" tab.
- From the list of your cards, choose the one you lost or that was stolen — tap its name or picture.
- Look for a button labelled "Block card," "Freeze card," or "Report lost or stolen" — it is usually red or orange.
- Tap that button.
- If the app asks for a reason, choose "Lost" or "Stolen," depending on what happened.
- Confirm your decision when the app asks you to — it may ask you to enter your app PIN code again, or to use your fingerprint.
- Wait for a confirmation message, such as "Card blocked" or "Card frozen."
- Take a screenshot of this confirmation (a picture of what is on your screen) or write down the time you blocked the card — this can help if someone tries to use it after you reported it.
Watch out for scammers pretending to be your bank
Scammers sometimes call and pretend to be a bank employee. They might say something like: "We noticed a suspicious transaction on your card. We need to block it urgently — please read us the code you just received by text message." This is always a scam. A real bank never asks you to read out a text-message code over the phone. If someone asks you for this, end the call right away. One rule protects you: hang up, then call back using the number printed on the back of your card, or a number for your bank that you already know and trust. Never call back a number the caller gives you.
What to do if something goes wrong
Cannot find the "Block card" button in the app? Do not worry. Call your bank's helpline number, printed on the back of your card or on the bank's website. Ask the staff member to block the card for you.
Cannot remember your app password and cannot log in? Call your bank's helpline right away — you can block a card by phone at any time, day or night, without logging into the app.
Noticed an unfamiliar transaction on your account that you did not make? Block the card immediately, then report the transaction in the app or through the helpline — the bank will help you sort it out and recover your money.
If you have no access to your phone at all, or the app is not working, go to your nearest bank branch with your ID card — a staff member will block the card for you on the spot.