How to Help a Cardholder with a Blocked Account
Why might a cardholder's account be blocked?
There are several reasons why a cardholder’s account might be blocked. When assisting them, consider these common causes:
- Suspicious activity: If unusual or suspicious activity is detected on the account, we may block it to protect the cardholder’s funds and personal information.
- Unverified account information: If the cardholder hasn’t completed the required Know Your Customer (KYC) verification, their account could be blocked until the necessary information is provided.
- Policy violations: The account may be blocked if the cardholder has violated terms of service, such as engaging in fraudulent transactions, misusing the account or triggering AML/CFT flags.
What should a cardholder do if their account is blocked?
If a cardholder finds their account blocked, guide them through the following steps:
- Contact support immediately: Advise them to reach out to your support team to understand why the account has been blocked and what steps are required to resolve the issue.
- Complete any pending verification: If the block is due to incomplete KYC or other verifications, instruct the cardholder to submit the necessary documents or information to verify their identity.
How will Immersve assist with a blocked account?
Once the issue is escalated to us through your team, we will:
- Investigate the cause of the block: We’ll review the cardholder’s account activity to determine the reason for the block, whether it is due to security concerns, incomplete verification, or suspicious transactions.
- Guide you through the resolution process: Depending on the cause, we’ll assist you in helping the cardholder complete any required steps, such as submitting identification documents or resetting login credentials.
- Unblock the account: If the issue can be resolved, and the cardholder has not been blocked due to Anti-Money Laundering (AML) concerns, fraudulent behaviour, or violations of our terms of use, we will unblock the cardholder’s account and ensure they regain access.
How can cardholders prevent their account from being blocked in the future?
Share these tips with your cardholders to help prevent future blocks on their account:
- Complete all verification steps: Ensure that all KYC or account verification processes are completed promptly to avoid restrictions.
- Monitor account activity: Advise cardholders to regularly check their transaction history for any unusual activity that could trigger a block.
- Use strong passwords and enable two-factor authentication (2FA): Securing their account with a strong password and 2FA reduces the risk of unauthorized access and security-related blocks.
- Follow terms of service: Ensure that cardholders are aware of the account's terms and conditions to avoid policy violations that could lead to a block.