Card Lock/Unlock FAQs Card Lock/Unlock FAQs

Locking a card can only be completed by the individual cardholder using their own Web Branch login. In cases of lost/stolen cards, joint accountholders may cancel and obtain a replacement card by calling us or visiting a local branch.

No. Locking a card will only block new authorizations on your current card. To cancel your card and receive a replacement, visit Manage Cards in Web Branch or visit a local branch for a new Instant Issue card.

Yes, you should lock your card immediately while you research the charge. If you determine that the purchase was not made by you or a joint cardholder, you should dispute the charge as an unauthorized transaction. If you did authorize the charge, you can unlock your card for immediate access to your account.

No, when a card is locked only pending transactions, payments and recurring purchases, such as memberships or online subscriptions, will still be completed.

No, if a card is locked, purchases made with a Mobile Wallet will be declined.

Yes, payments will process when your card is locked.

Yes, your auto pay will process when your card is locked.

No, only Visa debit and credit cards can be locked.

Yes, you may dispute transactions on a locked card. 

A card should be locked if you believe it has been temporarily misplaced, as it can be unlocked immediately in Web Branch if found (data/Wi-Fi access required). A card should be canceled if it cannot be found or if your card has any unauthorized activity.

The card will be locked within seconds of completion.

Some activity will continue, including pending transactions and recurring purchases, such as memberships or online subscriptions, for which you are still responsible.