My account has been limited
My account has been restricted
If you don’t respond to our request for additional information within 21 days, your account will be restricted with inbound transfers being blocked. You can remove these restrictions by submitting the requested information and allowing us time to verify:
- To learn more about verifying your identity, or your team members identities, see identity verification
- To learn more about verifying your business information, see this article
You can view what information is requested by clicking on the banner on your 'Home' screen that requires additional information to verify your account.
Only account owners and admins can view and action requests.
My card is blocked
Your card might be blocked because of a request to verify your personal information again (selfie, ID, and residency documents may be required). To remove restrictions: go to your 'Home' screen, click on the banner that requires additional information and submit requested information.
Your card could also be frozen. To check this, select your card in the 'Cards' section and view the card settings.
How long does it take to review the information I submit?
We’ll review and verify your information within 3 working days. Once you’ve submitted information and we’re verifying it, we’ll pause the countdown so that your account is not restricted.
Why was my proof rejected?
You can find the reason why your proof failed from your 'Home' screen, under the banner that requires action to verify your information.
Check what proof methods we support in our FAQs here.