What’s Going On With My Account?
Seeing a frozen account can feel stressful — we get it.
The most important thing to know is this:
A frozen account is temporary. A closed account is permanent.
A freeze simply means we’re reviewing something. In most cases, once the review is complete, access is restored.
Why Accounts Are Temporarily Frozen
Account freezes are a normal part of financial security and happen across all banks and financial institutions.
Common reasons include:
A document needs updating or verification
Activity that requires a quick check
A request from one of our banking partners
Transactions that need manual review
Multiple logins or shared account access
Routine security or compliance checks
Most freezes are precautionary and resolved once the review is complete.
What Happens During a Review
Step 1: We Let You Know
You’ll receive a message explaining what information or documents are needed.
Step 2: We Review
Our Compliance team reviews your account, documents, and recent activity.
In some cases, our banking partners may also review in parallel.
Step 3: Resolution
Once everything is verified, the freeze is lifted and your account becomes fully available again.
How Long Reviews Usually Take
1–2 weeks: Most cases when users respond quickly
Up to 30 days: Standard reviews
Longer than 30 days: More complex cases requiring additional checks
⏱ The biggest factor in how fast this moves? Your responsiveness.
How You Can Help Speed Things Up
What helps:
Responding promptly to requests
Replying in the same support thread
Submitting complete, clear documents
What can slow things down:
Sending repeated status messages
Submitting partial or unclear documents
Missing support emails
When Does a Freeze Become a Closure?
A freeze only becomes a closure if we’re unable to verify required information or if account activity violates our Terms & Conditions.
If that happens, we’ll communicate next steps clearly.