What should I do if my Merchant account is blocked?
Why was my account restricted and what are the restrictions?
Some Merchant account functionality or features may be limited while we conduct a standard account review. During these reviews, we take a holistic look at your account history with Revolut, such as your transactions and business activities.
Your ability to withdraw funds from — and in rare cases, accept payments into — your Merchant account may be limited while these checks are ongoing. Your Revolut Business account won't be affected.
We usually take between 48 and 72 hours to complete our reviews, but this can take longer if we need more information from you. These reviews are a standard part of our procedure to keep our customers and their accounts safe.
How can I remove account restrictions?
Restrictions can be lifted by providing us with the information we’ve requested. We may ask for a document about a customer payment that proves your customer acknowledged the payment and that the product or service was delivered as described.
We request this information to protect you and your customers in case of any disputes.
What documents should I provide?
- If you sell physical products: if you sell your products in-person, provide a payment receipt. If you sell online, provide a document that shows your product was shipped or delivered. This could be a Waybill, a Tracking URL, a delivery receipt, proof of delivery or a shipping label
- If you offer services (e.g. marketing, construction): provide a service agreement or statement of work outlining the project scope and your payment/deliverable terms. Alternatively, provide photos or links of the work product you delivered, and communication records showing it was received
- If you sell other digital goods (e.g. reseller of software licenses, travel tour operator): provide system records that show the customer has accessed your service. This could be login records, screenshots of the customer’s profile, or records of the customer’s account creation
What if my business doesn't fall into these categories?
- If your business doesn't fall into these categories or you can’t provide any of these documents: provide a commercial invoice and any other document that proves your customer acknowledges your payment and delivery terms (e.g. email exchanges with your customer)