# Lost or stolen city card? Link your card and freeze it right away — MijnEvent

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# Lost or stolen city card? Link your card and freeze it right away

 Link your city card to your email address and we warn you the moment something happens you don't recognise. And if things do go wrong? One button in the email freezes the card — your balance simply stays put.

 [Jasper Koers](https://mijnevent.nl/en/author/jasper-koers) · 7 August 2026 · 6 min read 

  ![](https://regify-mijnevent.s3.eu-central-1.amazonaws.com/blog/covers/stadspas-kwijt-koppelen-en-bevriezen.webp)  Photo: [Kaffeebart](https://unsplash.com/@kaffeebart?utm_source=MijnEvent&utm_medium=referral) / [Unsplash](https://unsplash.com/?utm_source=MijnEvent&utm_medium=referral)     In short

- Link your city card to your email address on the balance page: the card shows up in your account and is registered to your address.
- If someone else links the card to another address, you automatically get a warning email about it — with a freeze button inside.
- Freezing locks the card completely: no spending, no topping up, the wallet pass is voided. The balance simply stays put.
- The freeze button sits in every email about your card — including the receipt email after a purchase you don't recognise. Only the issuer can release the card again.
- The release email brings your card straight back: voucher code, QR code and buttons to add it to Apple or Google Wallet again.

  A city voucher is a bearer instrument: whoever holds the code holds the balance. That is exactly what makes it so easy — no account, no app, no fuss. But until now it also meant: lose the card and there was little you could do beyond calling the issuer and hoping. That has changed. Every city voucher and city card can now be **linked to an email address**, and when something is off you **lock it with one button** — while your balance stays safely put.

# Link your card to your email address

On your card's balance page — scan the QR or type the voucher code — there is a new block: **"Link this card to your e-mail address"**. Enter your address and the card is registered to you: it appears in your MijnEvent account under "My city cards", emails about your balance go to this address from now on, and the linked address travels along on your wallet pass.

![The balance page with the link form](https://regify-mijnevent.s3.eu-central-1.amazonaws.com/blog/screenshots/stadsbon-koppelen-saldo.webp)*Linking happens on the balance page itself — no account needed, just your email address.*

Handy for a card you received as a gift, a physical card handed over the counter without an email address, or a card you pass on to someone else.

# Card being taken over? You hear about it immediately

This is where the real security sits. If someone links the card to a **different email address**, the previous address automatically receives a warning: "your city card has been unlinked from your address and linked to j•••••@gmail.com" — with the new address and the voucher code both masked, because this email assumes something might be wrong.

![The warning email with the freeze button](https://regify-mijnevent.s3.eu-central-1.amazonaws.com/blog/screenshots/stadsbon-waarschuwingsmail.webp)*Passed the card on yourself? Do nothing. Don't recognise this? One button.*

If you passed the card on yourself, there is nothing to do. If you don't recognise the change, you press **"Don't recognise this? Freeze your card"**.

# Freezing: everything closed, balance stays put

The freeze button opens a confirmation page; the card only locks after you confirm. From that moment:

- **spending is no longer possible** — every participating shop's till refuses the card;
- **topping up is no longer possible**;
- the **wallet pass is voided** on your phone;
- but the **balance stays exactly where it was**.

The issuing organisation is notified automatically and sees the card in its admin panel under **Frozen cards**. That notification carries the **last deduction** with it — amount, date, time and shop — because that is usually the purchase the whole thing was about.

![The admin overview of frozen cards](https://regify-mijnevent.s3.eu-central-1.amazonaws.com/blog/screenshots/stadsbon-beheer-bevroren.webp)*The issuer sees frozen cards — with masked code and masked address — and releases them after checking.*

If a payment was made at a shop shortly before the freeze, **that shop** is notified too. Not because anything is expected of it — its redemption stands and will be paid out as normal — but because "pay, then the card closes" is exactly the pattern of a misused card, and it should hear about that at the time rather than weeks later over a payout query.

# Released again: your card comes back by email

After checking — a quick call with you, for instance — the issuer releases the card. You are notified, and that email *is* your card: **the full voucher code, the QR code and the buttons to add it back to Apple or Google Wallet** are all in it. If the wallet pass is still on your phone it revives by itself and you need do nothing; if you removed it earlier, one tap in that same email puts it back.

Two exceptions, both deliberate. If you handed the card in and the issuer **unlinked** it from your address while releasing it, you only get a confirmation with a masked code — a card that is no longer yours should not land in your inbox as a scannable QR. And if there is no credit left, the wallet pass stays void; a button would promise something that doesn't work. Top the card up and everything is back at once.

# Also for a stolen physical card

The freeze button doesn't only sit in the warning email. From now on it is in **every receipt email**: the message you get after each purchase with the amount, the shop and your remaining balance. If you spot a purchase you don't recognise there — because your physical card was stolen, or your [wallet pass](/en/blog/city-card-in-apple-and-google-wallet) sits on a lost phone — you freeze the card straight from that email. No phone number to look up, no queue.

And if a holder prefers to call anyway? That is covered too: the issuer can **freeze a card by its code** from the admin panel, for instance for someone without email access.

# Why the freeze button never appears on the balance page

One design choice deserves an explanation. The balance page is public: anyone who knows the voucher code — or finds it on a lost card — can see the balance. If a freeze button lived there, anyone with the code could shut down someone else's card. That is why the freeze link arrives **exclusively by email**, with the holder. And such a link is deliberately valid for 30 days: an email archive from years ago should not be a permanent remote control for your card. Expired? The page behind the link lets you request a fresh one with a single button — sent to the address currently linked to the card.

# Try it yourself?

Linking and freezing works on every city voucher and city card, digital and physical alike, without the issuer having to set anything up. It is part of the [Local vouchers & city cards](/en/modules/city-cards) module. Want to know more about the card itself? Read how to [buy and spend a city voucher](/en/blog/buying-and-spending-a-city-voucher) or how [topping up](/en/blog/top-up-your-city-card) works.

   Frequently asked questions

## Frequently asked questions

## What happens to my balance when I freeze my card?

  Nothing — that is exactly the point. The balance stays put; only spending and topping up are temporarily unavailable. As soon as the issuer releases the card, everything works as before.

## Can someone else freeze my card if they know my voucher code?

  No. The freeze button deliberately never appears on the public balance page — only in the emails to the holder. Someone who only knows the code can see the balance and link the card, but not freeze it.

## How do I get my card working again?

  The issuing organisation — the municipality, business improvement district or traders' association — sees frozen cards in its admin panel and releases the card after checking. You are notified automatically: that email carries your voucher code, the QR code and buttons to add the card back to Apple or Google Wallet. If it is still on your phone, it revives by itself.

## I no longer have an email with a freeze button. Now what?

  A freeze link is valid for 30 days. If it has expired, the page behind it lets you request a fresh link with one button — sent to the email address currently linked to the card. Or call the issuer: they can freeze the card for you too.

  [    Back to blog ](https://mijnevent.nl/en/blog) 

  MijnEvent

## Read more

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