This guide explains how to secure your Teya Business Account cards if they are lost, stolen, or if you spot unrecognised activity. You can temporarily freeze a card to pause spending or permanently cancel a card that is no longer safe to use.
Temporarily freezing your card
Freezing is a reversible safety step. It allows you to pause all new spending on a specific card without closing your Teya Business Account.
When to use freeze
- Misplaced cards: You have lost your card but believe you may find it again.
- Security checks: You are unsure about a specific transaction and want to pause spending while you investigate.
- Unused cards: You want to secure a card you are not currently using but intend to use later.
What happens when a card is frozen
- New payments are blocked: All in-store and online transactions attempted with this card will be declined.
- Account remains active: Your Teya Business Account stays open. You can still view your Account Balance, transfers, and refunds.
- Total control: You can unfreeze the card instantly in the app to resume spending.
How to freeze or unfreeze a card
The freeze takes effect immediately. To change your card status:
- Open the Teya app.
- Go to Account.
- Select Cards.
- Choose the specific card you want to secure.
- Tap Freeze/Unfreeze card.
Permanently cancelling your card
Cancelling a card is a final, irreversible action. Once a card status becomes Cancelled, it cannot be reactivated.
When to cancel
- Theft or loss: Your card has been stolen or lost and you are certain it will not be recovered.
- Security breach: The card has been compromised or used for unauthorised transactions.
- Redundancy: You requested too many cards or no longer need a card for a specific cardholder profile.
What happens after cancellation
- Immediate block: The card stops working for all new transactions instantly.
- Permanent status: You cannot undo this action. If you cancel the wrong card or need to spend again, you must order a new physical or virtual card from the Cards section.
How to cancel a card
- Open the Teya app.
- Go to Account.
- Select Cards.
- Choose the card you want to remove.
- Tap Manage.
- Select Cancel card and confirm your choice when prompted.
Handling unrecognised transactions
If you see payments in your transaction history that you do not recognise, take action immediately to secure your funds.
- Freeze the card: Use the steps above to freeze the card immediately. This stops any further spending while you investigate.
- Review history: Check your recent transactions in your Teya Business Account to identify all suspicious activity.
- Contact Customer Support: We will investigate the issue and guide you through the next steps, such as raising a dispute or ordering a replacement card.