The Cards tab always shows whether your card is frozen or blocked. Your money is held in your account, not on the card, so a frozen or blocked card doesn't affect your balance.
If you froze your card
To unfreeze your card, tap Cards at the bottom of the screen, then tap Unfreeze.
Unfreeze it before you pay or before a subscription renews, because a payment on a frozen card can be declined.
If your card is blocked and you didn't block it
Contact us through the chat in the app. If your whole account is restricted, see My account is blocked or restricted.
If you shared your card details
Freeze your card in the app straight away, then contact us. To freeze your card, tap Cards, then Freeze.
If you lost your phone
If you're worried someone could use your card, contact us straight away through the chat on pyypl.com, by email at care@pyypl.com or through the web form at pyypl.com/contact. See New phone or number, or lost phone.
Pyypl will never ask for your CVV. If we send you a code, only enter it in the Pyypl app, on the screen that asks for it. We'll never ask for it by phone, email, chat or message.
If you want to block your card permanently
To block your card, follow these steps:
- Tap Cards at the bottom of the screen.
- Tap Settings.
- Tap Block card.
Replacing your card, including an expired one
To replace your card, block it permanently. A Replace button then appears. There may be a fee for a replacement card. See What fees does Pyypl charge, and what are my limits?
Still need help? Chat with us in the app. The chat works even if you can't log in: on the login screen, tap ? to open the Help Centre, then tap the chat bubble. You can also use the chat on pyypl.com, email care@pyypl.com or use the web form at pyypl.com/contact. We work on weekdays during working hours, so messages sent at the weekend may take longer to answer.
