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My card appears as frozen on the app

Updated over a week ago

To ensure account safety, Incard cards may be temporarily frozen or blocked, depending on the situation. Here’s how to tell the difference and what to do:

1. Frozen card (you or a team member manually froze the card)

If the card was frozen directly from the app by you or a team member, you can unfreeze it anytime.

To unfreeze your card:

  • Go to Cards

  • Select the frozen card

  • Tap “Unfreeze”

  • You can now use your card again

2. Blocked card (action taken by our monitoring system)

If your card was automatically blocked by our transaction monitoring system due to suspicious activity, you won’t be able to unfreeze it yourself.

This is done to protect your account from unauthorised transactions.

To resolve this:

  • Check your Cards section to confirm the status

  • Review recent transactions for anything unusual

  • If we haven’t already reached out, please contact us via in-app chat or at support@incard.co

Our team will review the situation and unblock the card if everything is in order.

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