Why has my account been restricted or frozen?

Common reasons

1. Outstanding verification. A document has expired or a periodic refresh is due. Upload the document and the restriction usually lifts within a working day.
2. Security concern. Unusual sign-in activity or a suspicious pattern triggers a protective hold. This is done to keep your money where it is.
3. Compliance review. A transaction may require us to understand its purpose or source of funds before it proceeds.
4. Dormancy. A long-inactive account is restricted until reactivated.
5. Third-party legal order. A court order or authority instruction we are legally obliged to follow.
6. Unresolved arrears or disputes on a linked facility.

What to do

1. Sign in and check your notifications and tasks — a required action is nearly always listed there.
2. Complete whatever is requested, uploading documents through the secure screen.
3. If nothing is listed, raise a support ticket asking what is needed.

What we can and cannot tell you

Where a restriction relates to a compliance investigation, law may prohibit us from explaining the detail or the timing. That is a legal constraint on us, not a judgement about you. Your funds remain your funds throughout, and we will tell you as soon as we are able to.