My account has been limited
Your account can be limited for a number of reasons, such as not providing information we requested from you (or the account owner) within the necessary timeframes, an unverified source of funds, or an ongoing identity check.
Limitations can affect money transfers, card payments, Merchant actions, and currency exchanges.
Providing requested information
If we need additional information from you, you'll see a request from us in-app:
- Go to the 'Home' screen and click the tile requesting information
- Check what's requested from you, the current status of the request, and the time remaining to provide information (if limited)
- Follow the on-screen instructions to submit your information
All communication regarding the request should happen within this tile on your 'Home' screen. If you have trouble providing the requested information, upload what you have with a detailed explanation in the description.
Some requests are only visible to the account owner.
How long will my account be limited for?
We'll review and verify your information within 15 business days. Depending on your individual case, we might not be able to provide expected response times.
If you haven't received a request to submit information, then you don't need to do anything else. We're currently reviewing your account and will give you an update shortly.