A block can be full or partial and always has a reason. We tell you in the app and by email.
Possible reasons
Security. We detected activity inconsistent with your usual behaviour: transactions from an unusual location, atypical amounts, many failed passcode attempts.
Expired documentation. Your DNI expired or we need to update your details per regulation. This is the most common reason and the easiest to fix.
Information request. Regulation requires us to request justification of the source of funds in certain cases. If that request isn’t answered in time, we must restrict the account.
Court or administrative order. A garnishment, injunction or request from a competent authority.
Breach of Terms and Conditions. For example, using a personal account for undeclared commercial activity.
How to find the reason
Open the app. You’ll see a notice on the home screen with the reason and the steps to resolve it. We also email you when the block is applied.
What you can do, by case
- Expired documentation: upload the new document from the notice. Resolved within 48 business hours.
- Information request: upload the requested documents from Profile → Pending requests.
- Security: usually lifted automatically after validating your identity in the app. Otherwise contact support.
- Court order: we can’t lift it. You need to resolve it with the issuing authority. We can give you the case number.
Access to your funds
During a security or documentation block, your money remains yours and isn’t lost. Under a partial block you can still receive money even if you can’t send it.
For court-ordered blocks, availability depends on the terms of the order.
Timelines
- Security block: normally resolved in 24 to 72 business hours
- Documentation: up to 48 business hours from uploading what was requested
- Information request: up to 15 business days from submitting the documents
If you disagree
You can file an appeal from Profile → My claims. It’s reviewed by a team separate from the one that applied the block.