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Why is my account temporarily restricted?

We're dedicated to helping you keep your account secure and compliant. If it's temporarily restricted, you'll generally need to follow the in-app prompts to provide what's required for reinstatement.

As a regulated financial institution, we follow the regulatory requirements and complete the necessary steps to get your account back up and running as soon as possible.

My account has been temporarily restricted

Your account can be temporarily restricted for various reasons. For example, you may need to:

  • Take some additional account protection steps to secure your money.
  • Upload additional documents or information to verify your identity. You can read more about submitting documents in these FAQs in our Help Centre
  • Verify your source of funds. You can read more in this FAQ in our Help Centre.
  • Update your tax information. For details and steps, visit this FAQ

Reinstatement steps

If your account has been temporarily restricted, we recommend:

  • Following the in-app prompts to provide any missing information.
  • Making sure any uploaded documents are clear, valid, and not expired.
  • Having recent transaction documents ready for potential verification.

For more information and troubleshooting steps, you can visit this FAQ.