This guide explains the ‘Freeze Card’ security feature in the Gnosis Pay web app. It outlines when to use it, what happens when a card is frozen, and how to turn the feature on or off with clear step-by-step instructions.
The Freeze Card feature gives you instant control over your Gnosis Card. Freezing is a temporary, user-controlled action that prevents any payments from being made until you unfreeze it.
Freezing your card is recommended in situations where you are unsure about its security but are not ready to report it as lost or stolen.
When to Use Freeze
Use the Freeze Card function in any of the following cases:
You’ve misplaced your card and want to prevent unauthorised use while you search for it.
You are not actively using your card and want to disable transactions temporarily.
You notice a suspicious transaction and want to stop further payments while you investigate.
Note: Freezing your card is reversible at any time. If your card is permanently lost or stolen, it must be reported for cancellation and replacement. See Reporting a Lost or Stolen Gnosis Card.
Freezing and Unfreezing Your Card
Follow these steps to freeze or unfreeze your card:
Log in to the Gnosis Pay web app using your registered wallet or email.
Go to ‘Card Details’ from the main menu.
Select your card if you have more than one.
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Toggle ‘Freeze Card’:
To freeze, click the toggle to enable the freeze. Your card is now inactive and all payments will be declined.
To unfreeze, click the toggle again to deactivate the freeze. Your card will become active immediately.
Note: You can repeat this process any time. There are no limits to how often you can freeze or unfreeze your card.
Common Issues
Can I still view my card details if it’s frozen?
Yes, freezing your card does not affect your ability to manage settings or view details in the app.
Will my freeze action affect other cards?
No. Freezing one card only affects that specific card. If you have multiple Gnosis Cards, they are managed independently.
What happens when a frozen card is used?
All payment attempts will be automatically declined until you unfreeze the card.
Can I use the freeze feature from a partner app?
Yes. If you signed up through a partner app (such as Zeal or Picnic), you can freeze and unfreeze your card within that app as well.
I froze my card because of an unknown charge — what now?
Freeze the card immediately.
Review your transaction history.
Contact Gnosis Pay support for investigation and next steps.
→ See What To Do About Duplicate or Unrecognised Transactions
Should I freeze or report the card as lost?
Freeze if you're unsure where your card is but think you may find it.
Report lost or stolen if you believe it's permanently lost. This deactivates the card and requires ordering a replacement. → See Reporting a Lost or Stolen Gnosis Card and Next Steps
Need help?
Use the in-app chat widget or email our support team at help@gnosispay.com for assistance.