Frozen or locked accounts
We understand that it can be stressful when your account is frozen. We do this to protect your money from potential fraud or criminal activity.
When our security systems flag a payment as potentially suspicious, we’ll freeze your account to prevent any money from being lost. This is a temporary measure while your account is sent to a human to review.
What to expect while your account is frozen:
Money is locked: The amount in your account is locked to stop anyone from moving it.
Limited access: You may be unable to make or receive payments while the review is ongoing.
How to resolve it:
We will be working as quickly as possible to review your account and will contact you in the app if we need any further information. We cannot give you a specific timeline for how long the review will take, but please know we do this to keep your money safe. We will unfreeze your account as soon as our checks are complete.
