Skip to main content

Freezing or terminating a Relay debit card

Sandra G.
  • Updated

If your Relay debit card is lost or has been stolen, freezing your card will prevent any unauthorized charges from being processed. 

You also have the option to terminate your card once it's been frozen; it is only recommended that you terminate your card if you've determined that the card has been compromised or cannot be recovered.

How to freeze or terminate your card (Web)

To freeze your card on your desktop:

  1. Sign in to your Relay account.
  2. Navigate to the Cards tab.
  3. Select the card you wish to freeze. 
  4. Click Freeze. 
  5. Click Freeze card.

Frozen cards can be unfrozen at any time by following the same steps outlined above.

Once you have frozen a card, you can terminate that card. Terminating a card is permanent, and cannot be reversed.

To terminate a card on your desktop:

  1. Sign in to your Relay account.
  2. Navigate to the Cards tab.
  3. Select the card that has been frozen. 
  4. Click Terminate. 
  5. Click Terminate card.

How to freeze or terminate your card (Relay Mobile App)

To freeze your card in the app:

  1. Sign in to the Relay app on your mobile device.
  2. Navigate to the Cards tab.
  3. Select the card you wish to freeze.
  4. Tap Freeze card.

To terminate your card in the app:

  1. Sign in to the Relay app on your mobile device.
  2. Navigate to the Cards tab.
  3. Select the card that has been frozen.
  4. Tap Terminate card.

Frozen cards can be unfrozen at any time by following the same steps outlined above.

Once you have frozen a card, you can terminate that card. Terminating a card is permanent, and cannot be reversed.

What should I do if I notice an unauthorized transaction on my Relay debit card?

If you notice an unauthorized transaction on your debit card, you should immediately freeze the card to prevent future unauthorized transactions. If the transaction was successful and has settled, you can dispute the transaction following the instructions here: What should I do if I see unauthorized card transactions in my Relay account?

Do I have to freeze a card before I terminate it?

Yes, only frozen cards can be terminated.

Can I request a new card once I have frozen/terminated an existing card?

Yes! To request a new card, please see: Creating a Relay debit card.

Related articles