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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