You can freeze a Relay Visa® Credit Card to block new charges temporarily, or terminate it to disable it permanently, from the Relay web app or the Relay mobile app.
What you need before you start
Access to your Relay account on the web or in the Relay mobile app
A user role with card management permission for the card you want to freeze or terminate (owners and admins have this by default)
The card visible in the Cards tab of the account it belongs to
What's the difference between freezing and terminating a card?
Freezing is reversible and terminating is permanent. A frozen card blocks new authorizations right away but stays attached to your account, so you can unfreeze it at any time and keep the same card number. A terminated card is permanently disabled: the card number stops working and cannot be brought back, so you will need to create a new Relay Visa® Credit Card if you still want a card on that account.
How do I freeze my Relay Visa® Credit Card?
Freeze a card from the Cards tab in either the web app or the mobile app; the freeze takes effect immediately.
On the web:
Sign in to your Relay account at app.relayfi.com.
Open the Cards tab in the left navigation.
Select the Relay Visa® Credit Card you want to freeze.
Click Freeze.
Confirm the action.
In the Relay mobile app:
Sign in to the Relay mobile app.
Tap the Cards tab.
Tap the Relay Visa® Credit Card you want to freeze.
Tap Freeze card and confirm.
Once frozen, the card will decline any new authorization attempts, including recurring merchant charges, until you unfreeze it.
How do I unfreeze a card I've already frozen?
Unfreezing uses the same path as freezing, and the card starts approving transactions again as soon as you confirm. In the Cards tab, open the frozen card and choose Unfreeze on either the web app or the mobile app.
How do I terminate my Relay Visa® Credit Card?
Terminating a card is a two-step flow: you freeze the card first, then terminate it from the same view.
On the web:
Sign in to your Relay account at app.relayfi.com.
Open the Cards tab.
Select the credit card you want to terminate.
If the card is not already frozen, click Freeze and confirm.
Click Terminate.
Confirm the termination.
In the Relay mobile app:
Sign in to the Relay mobile app.
Tap the Cards tab.
Tap the credit card you want to terminate.
If the card is not already frozen, tap Freeze card and confirm.
Tap Terminate card and confirm.
Termination is permanent. A terminated card cannot be reinstated, and the card number will not work for any future transaction.
What should I do if I see unauthorized transactions?
Freeze the card right away, then dispute any settled charges through the Relay disputes process. Freezing stops new authorizations while you investigate; the dispute flow is separate and handles transactions that have already posted. If you believe your card details or your Relay account credentials have been compromised, terminate the affected card and order a replacement.
Can I request a new card after freezing or terminating?
Yes. You can create a new Relay Visa® Credit Card from the Cards tab after freezing or terminating an existing one, as long as your credit account still meets the standard eligibility criteria. The new card will be issued with a new number, expiry, and CVV.
Common issues
The Freeze button is greyed out. You may not have card management permission on this account. Ask an owner or admin to freeze the card, or to update your role.
A recurring charge posted after I froze the card. Freezing blocks new authorizations, but merchants sometimes push charges through against an earlier authorization. Dispute the transaction through the Relay disputes flow.
I can't see the Terminate option. The card must be frozen first. Freeze it, refresh the Cards tab, and the Terminate option will appear on that card.
I terminated the wrong card. Termination cannot be reversed. Create a new Relay Visa® Credit Card from the Cards tab; existing eligibility criteria apply.
Related articles
What to do if your Relay Visa® Credit Card has been lost or stolen
Submitting a transaction dispute for your Relay Visa® Credit Card
Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.