You might freeze your card if you've misplaced it, or you've seen a payment you don't recognise. You can freeze it, and unfreeze it again, in the Ben web app or the mobile app.
Freeze or unfreeze in the web app
Log in to Ben and open Wallet.
Select the card you want to freeze.
Select Freeze card on the card. To unfreeze, follow the same steps and select Unfreeze card.
Freeze or unfreeze in the mobile app
Open the Ben app and open Wallet.
Select the card you want to freeze or unfreeze.
Use the freeze or unfreeze button shown beneath the card.
What "frozen" and other card statuses mean
Frozen: the card is temporarily blocked. A frozen card can't make payments, be added to a digital wallet, be activated, or show its PIN until you unfreeze it.
Not activated: a new physical card that hasn't been activated yet. See "How do I activate my physical Ben card?".
Deactivated: the card can no longer be used, for example because the allowance period has ended.
You need to unfreeze before you can activate or reorder
You can't activate a physical card, view its PIN, or order a new card while the card is frozen. Unfreeze it first using the steps above, then continue.
If your card shows as frozen and you didn't freeze it
A card can also be frozen by an admin or your card provider — for example on suspected fraud. First, try to unfreeze it yourself in the app (Wallet → your card → Unfreeze card). If the card is no longer in your wallet, or it keeps getting frozen again, contact support — it may be a block that only support can lift.
If your card was lost or stolen
If you froze the card because it was lost or stolen, contact support and we'll help you order a replacement. See "Replacing a lost, damaged or not-working card".