If something on your account needs a closer look, we may restrict it while we check. Most often that means outgoing money is paused but money can still come in. Contact us and we’ll tell you what’s happening.
Frozen: outgoing money paused
When an account is frozen, you can still:
- sign in and see your balance and activity
- receive money from other members
You can’t:
- send money
- pay a request
- withdraw
- start a new deposit
Your balance stays where it is. Freezing an account doesn’t take money out of it.
Suspended: sign-in paused
A suspended account can’t be used at all. Every device is signed out, and you won’t be able to sign in until the suspension is lifted. We do this rarely, such as when we think someone else may have access to your account.
Why it happens
We restrict accounts to protect you and other members. Reasons include signs that someone else may be using your account, a payment we need to understand better, or a problem found during a review. We don’t always know the full picture straight away, so a restriction is not a final decision.
What to do
- Contact us or email support@transfercove.com from the address on your account.
- Tell us what you were trying to do and when you noticed the restriction.
- Send anything we ask for, such as proof of a payment or details of a transaction.
We reply within one business day. We’ll explain what we can and tell you what we need to lift the restriction.
Something different?
- If only your PIN is locked, that’s not a restriction. Wait 15 minutes or reset your PIN.
- If a payment was stopped by a limit, see Account tiers and limits.
Closing your account
You can close your account yourself in Settings once your balance is zero and nothing is pending. If your account is frozen and you want to close it, contact us first.