Your Relay Visa® Debit Card can be frozen in seconds to pause spending, or terminated permanently if the card is lost, stolen, or compromised.
What you need before you start
Access to your Relay account on the web or the Relay mobile app
Permissions to manage the card (owners and admins can manage any card; team members can manage cards they own)
The card visible in your Cards tab
How do I freeze my Relay debit card?
Freezing a debit card blocks all new transactions immediately, and you can unfreeze the same card at any time using the same steps.
In the Relay web app:
Sign in to your Relay account.
Go to the Cards tab.
Select the card you want to freeze.
Click Freeze.
Click Freeze card to confirm.
In the Relay mobile app:
Sign in to the Relay mobile app.
Go to the Cards tab.
Select the card you want to freeze.
Tap Freeze card.
How do I unfreeze a Relay debit card?
Follow the same steps you used to freeze the card. Once unfrozen, the card resumes normal activity right away.
How do I terminate a Relay debit card?
Terminating a debit card permanently deactivates it, and the action cannot be reversed. The card must be frozen before the Terminate option becomes available.
In the Relay web app:
Sign in to your Relay account.
Go to the Cards tab.
Select the frozen card.
Click Terminate.
Click Terminate card to confirm.
In the Relay mobile app:
Sign in to the Relay mobile app.
Go to the Cards tab.
Select the frozen card.
Tap Terminate card.
When should I freeze versus terminate a card?
Freeze first, and only terminate when you are certain the card cannot be recovered or is compromised.
Freeze if you misplaced the card and might find it, if you want to pause a specific cardholder's spending temporarily, or if you want to investigate a suspicious charge without cutting the card off for good.
Terminate if the card was stolen, exposed in a data breach, given out to a departing team member, or you no longer need the card at all.
What happens after I terminate a debit card?
The card can no longer be used for any transaction, and any recurring payments tied to that card number will fail until you update the merchant with a new card. You can create a new Relay debit card at any time from the Cards tab.
Common issues
The Terminate option is greyed out. The card must be frozen first. Freeze the card, and the Terminate option becomes available.
I terminated a card by mistake. Termination is permanent. Create a new Relay debit card from the Cards tab, then update any merchants with the new number.
A frozen card is still showing pending charges. Pre-authorization holds placed before the freeze can continue to settle. Contact the Customer Experience team if a brand-new charge posts after the freeze.
The card is not showing in my Cards tab. Confirm you are signed in to the correct business account. If you are a team member, your permissions may limit which cards you can see.
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Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.