Manage your debit card
Online banking available to customers aged 11+ with a NatWest International account.App available to personal and business banking customers aged 11+ using compatible iOS and Android devices and a Channel Islands, Isle of Man, UK or international mobile number inspecific countries (opens in a new window).
On this page
Misplaced your debit card? Open in new window
How to freeze your debit card Open in new window
Has your card been stolen? Open in new window
Common questions Open in new window
Report fraud Open in new window
Think you've misplaced your debit card?
Can't find your debit card? Not sure if it'sdown the side of the sofa or if you've dropped it at the supermarket?
With our mobile app or online banking you can freeze your debit card so it can't be used until you find it again.When you find your card you can remove the block.
How to freeze your debit card
You can freeze or unfreeze an active debit card via the mobile app or online banking. Thisinstantly stops the debit card being used by anybody else, giving you time to search for it.
How to freeze your debit card
Using the mobile app
Within the mobile app, simply choose your account and select the `Manage my card & Apple Pay/Google Pay` option.
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Freeze your debit card using the mobile app
Within our mobile app you can instantly freeze all types of debit card transactions or block only certain transaction types i.e. contactless.
How to freeze or unfreeze your debit card
To freeze your debit card in the mobile app, all you need to do is:
- Open up the mobile app
- Select the account with the debit card you wish to freeze
- Select 'Manage my card & Apple Pay/Google Pay'
- Activate the 'Card freeze' toggle to block the card
This stops any cash withdrawals or payments being made with your debit card. If you find your debit card, you can remove the freeze by deactivating the `Card freeze` toggle.
If your debit card has been stolen or you think someone may have access to your card PIN, please freeze the card thencontact usso that we can cancel the card and issue you with a new PIN.
How to block or unblock payment types on your debit card
You can choose to toggle on / off certain payment types preventing payments of that type.You can choose any combination of these card payment controls:
- Contactless
- In-person
- Online and Telephone
- Subscriptions
- Gambling Merchants
- International
To block certain payment types:
- Open up the mobile app
- Select the account with the debit card you wish to restrict
- Select 'Manage my card & Apple Pay/Google Pay'
- Choose 'Card payment controls'
- Toggle on / off the required restrictions
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Using online banking
Within online banking, choose `Cards` and under Manage your debit card select `Freeze/Unfreeze card`.
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Freeze your debit card using online banking
To freeze your debit card in online banking, all you need to do is:
- Log in to online banking
- Select 'Cards' from the main menu.
- In the 'Manage your debit card' section, select 'Freeze/Unfreeze card'
- From the list of debit cards, select the required card and click the `Freeze card` button
This stops any cash withdrawals or payments being made with your debit card. If you find your debit card, you can remove the freeze by clicking the ‘Unfreeze card’ button.
If your debit card has been stolen or you think someone may have access to your card PIN, please freeze the card thencontact usso that we can cancel the card and issue you with a new PIN.
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Has your debit card been stolen?
If your debit card has been stolen or you think someone may have access to your card PIN, please freeze the card thencontact usso that we can cancel the card and issue you with a new PIN.
Common questions about freezing your debit card
Yes, you can use the Get Cash service on our mobile app to withdraw cash from any NatWest International, NatWest, Isle of Man Bank or Tesco cash machine.
No, we’ll still make some payments 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)
As soon as you click the ‘Freeze card’ button, it’ll be frozen instantly.When you click the ‘Unfreeze card’ button, your card goes back to normal straight away and you can use it exactly as before.
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 your 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.
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.
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 debit card lost or stolen
