At nsave, our priority is to keep your account and our platform safe. If your account has been frozen, we understand this can be unsettling. This article explains why it might happen and what you can expect from the process.
Why Is My Account Frozen?
Accounts may be temporarily placed on hold (frozen) as part of routine security reviews or to address specific concerns. Some common reasons include: Below are further details on what happens during an account review: your account may be temporarily restricted to allow a thorough examination, and support teams will investigate and verify account details as needed.
Suspicious activity that needs further investigation
Missing or outdated documents required for compliance
Regulatory requests from our banking or financial partners
Transactions involving prohibited activities or regions
Use of the account by third parties or shared credentials
Freezing an account allows us to investigate any concerns carefully and ensures we remain compliant with global financial crime regulations.
How Long Will the Review Take?
The timeline for reviewing a frozen account can vary depending on the complexity of the case and the speed of responses from our partners. Keep in mind that complex cases may require additional time beyond the standard review period, though such situations are less common.
In many cases, reviews are resolved within a few weeks
However, the maximum expected review period is up to 30 days (sometimes longer for edge cases)
We’ll notify you as soon as there are any updates. In the meantime, we kindly ask you to keep all communications within the same support thread to avoid delays.
What Should I Do Now?
Wait for updates: We’re actively reviewing your case and will contact you once it’s complete.
Avoid sending repeated messages: This helps our team stay focused on resolving your case quickly.
Ensure your documents are up to date: If requested, providing accurate and timely documentation can speed up the process.
Monitor your email regularly: Look out for any updates or requests from our support team and respond promptly to ensure a smooth resolution.
We’re Here to Help
We know this process can be stressful. Our goal is to protect your account, follow regulatory obligations, and resolve your case as quickly as possible. Thank you for your understanding and cooperation. Account reviews are standard practices designed to ensure compliance and enhance security across our platform, reassuring users about their importance.
If you have questions or believe there’s been a mistake, contact us at contact@nsave.com.