How can we help you?

My account was locked. What should I do?

As a regulated financial institution, we need to protect all our users and at the same time comply with strict rules and regulations. If your account is locked, it usually means that we require additional information, or need to conduct important security checks.

Your account may be restricted due to one of the following reasons:

• We need to perform additional checks related to your recent transactions;
• We have detected unusual activity;
• Your document has expired and you have not updated it; 
• We have a reason to suspect a violation of the Legal Agreement for iCard personal account.

In such cases, you may be asked to:

• Give more information and/or documents for some of your transactions;
• Explain details about your recent activity;
• Submit additional documents to verify and/or update your personal data;
• Update your ID document or residence permit, if some of these documents have expired.

If your account is locked, you should have received more information at your registered e-mail. However, if you haven’t received any instructions, please check your ‘Spam’ folder first or contact our Customer Support Team, so we can assist you accordingly.

To speed up the process, we kindly advise you to follow the instructions that you were given. Answer all the questions that you were asked as detailed as possible and in case you were asked for supporting documentation, send it to us promptly.

Keep in mind that each case takes a different time to be reviewed by our team. We strive to check all the information as soon as possible, but we can’t provide you with an exact timeframe.