If your Alaan card is frozen, you won’t be able to complete transactions until the issue is unfreezed.
Card freezes are usually applied for security or procedural reasons. This article outlines the common causes and explains how to unfreeze your card step-by-step.
⚠️ Reason | 📝 Description | ✅ Resolution |
Multiple Incorrect PIN Attempts | Multiple wrong PIN entries trigger an automatic freeze. | Contact your corporate admin to unfreeze your card. Once unfrozen, reset your PIN in the Alaan app under Card Settings > Reset PIN. |
Admin-Initiated Freeze | Your card has been frozen by your corporate admin for compliance or security reasons. | Contact your corporate admin to confirm the reason and request unfreeze. |
Cardholder-Initiated Freeze | You manually froze your card in the Alaan app. | Open the Alaan app, go to your card details, and select Unfreeze Card. |
Overdue Expense Submissions | If your company requires receipts/expenses, your card may be frozen until they are submitted. | Upload the missing receipts in your Alaan account and submit them for approval. Once approved, the system will automatically unfreeze your card. |
Incomplete Digital Wallet Setup | Your card may freeze if the digital wallet setup confirmation is not completed. | In the Alaan app, approve the security prompt by selecting “Yes, it was me” to confirm and complete the wallet setup. Your card will then be unfrozen automatically. |
⚠️ Only your corporate admin can unfreeze your card, the Alaan Team can’t do this on their behalf.