If your account has been restricted, it means we need to complete some checks before you can continue using all features. Here's what this means and how to resolve it.
Why accounts get restricted
Your account may be temporarily restricted for several reasons:
Pending identity verification – we're still waiting for ID documents or they're being reviewed
Additional information required – we need more details to complete our checks
Regulatory checks in progress – we're completing checks required by financial regulations
Suspicious activity detected – we've noticed something unusual and need to investigate
What you can and can't do while restricted
While your account is restricted, you may not be able to:
Make contributions to your pension
Set up or use saving rules
Purchase Chest Codes for cashback
Transfer pensions in or out
You'll still be able to log in, view your account, and contact support.
How to resolve a restriction
Check your email and in-app notifications – we'll tell you what's needed. Common resolutions include:
Submitting or resubmitting identity documents
Providing proof of address
Answering questions about your account or transactions
Waiting for an ongoing review to complete
If you're not sure what's needed, contact us at hello@joinchest.com and we'll explain the next steps.
How long does it take?
Most restrictions are resolved within 1-3 business days once we have everything we need. More complex reviews may take longer, but we'll keep you updated on progress.
Still need help?
If you're having trouble resolving a restriction, contact us at hello@joinchest.com.