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What does it mean if my account is put ON HOLD?

An account can be put on hold for various reasons. This does not mean it is permanently blocked or unable to transact or use the service.

There are a variety of reasons as to why your account would be placed on hold:

  • high transaction failure rate
  • high refund rate
  • high number of chargebacks
  • unusually high or low transaction amounts compared to the typical average
  • recent changes to the account (e.g., account details, ownership, or banking information)

Once any of the above are flagged, the account is immediately placed on hold which means that all activity moving forward - charges, refunds, etc are unable to be processed.

In order to lift the hold, the issue for which your account was placed on hold needs to be addressed and clarified. Once this has been identified and action steps moving forward are implemented depending on the scenario, revisiting the option of activating the account again will be carried out.