How to freeze and unfreeze your account

Freezing is the fastest way to stop anything moving out of your account when something feels wrong. It takes seconds and is completely reversible.

What a freeze does

• Blocks outgoing transactions: transfers, airtime, data and bill payments all stop.
• Deposits still arrive: money sent to your virtual account keeps crediting normally.
• Nothing is deleted: your balance, history and beneficiaries are all untouched.

How to freeze

• On WhatsApp, send freeze.
• On the dashboard, open Settings and choose Freeze Account.
• If you have a recent security email from Aurra, use the freeze link inside it.

How to unfreeze

Unfreezing is done from the dashboard: open Settings and choose Unfreeze Account. You'll need your 6-digit PIN, which is what stops anyone else from switching transactions back on.

When to freeze

• Your phone is lost or stolen.
• You get a sign-in alert for a device or location you don't recognise.
• Someone else has had access to your phone or SIM.
• You suspect a SIM swap or any attempt to take over your number.