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Everything you need to know about Torch — how the card works, where your money goes, and how to get set up. Can’t find your answer? We’re real people, and we’re happy to help.

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Quick actions and urgent guides

Card Freezing

How to freeze or unfreeze your card:

Open the Torch App and go to the Cards tab.
Tap on your card and toggle the Freeze Card switch.
Your card will be instantly locked to prevent any new transactions or withdrawals. You can unfreeze it anytime using the same steps.

PIN Activation & Reset

How to activate or manage your PIN:

Log in to the Torch App and navigate to the Cards section.
Select Activate Physical Card to enable your card for first-time use.
To change or set a custom PIN, tap Manage Card > PIN Settings. (Note: After setting/changing your PIN, please authenticate it at any ATM before making your first transaction).

Lost or Stolen Card Reporting

How to report and replace a lost/stolen card:

Go to the Cards section in your Torch App.
Select Report Lost or Stolen to permanently cancel the card.
Tap Order Replacement to request a new physical card to your registered address.

Unauthorised Transactions

How to report a suspicious transaction:

Freeze your card immediately in the Torch App under the Cards section to block further charges.
Select the unrecognised payment from your Activity / Transactions list and tap Report an Issue.
Alternatively, contact our support team directly via In-App Chat or email us at support@torchcards.com with transaction details so we can investigate.

Looking for something else?

Explore our complete FAQ & Support centre to find detailed guides on Account Management, Transfers, Fees and Security.

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Need direct help?

Click the Chat with Us button below to open the Torch App and connect directly with one of our support team members.

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