Active, frozen and closed cards

Each card under Cards carries a status label.

Active

Spend freely within the balance until the expiry date arrives. You can reload it and, if it qualifies, ask for a refund.

Frozen

A frozen card cannot be charged and cannot be reloaded. We, or the issuing partner, freeze a card to stop possible fraud, while something is being checked, or when the law requires it. A frozen card is shown in grey.

If one of your cards is frozen and you do not know why, open a ticket under A card and quote the last four digits. We will tell you what we can and what happens next.

Closed

A closed card no longer works. Cards are closed after a refund has been paid out, when you ask us to close them, or at the end of an investigation. The card stays in your list so its history remains visible.

Charged before

A small Charged before label appears once anything has been taken from the card. It matters for refunds: untouched cards return everything on them, a charged card only qualifies with a large balance left. See Which cards qualify for a refund.

Expiry

Every card has an expiry date. A reload does not change it. Before the date arrives, move recurring services to another card and use up or ask about the remaining balance.