We know it's worrying when you can't use your account. Open the app, read the message about your account and follow its steps.
To keep your account and your money safe, we sometimes restrict an account while we complete a routine check.
Common reasons
- Your verification isn't finished, or your ID needs updating. Finish or update it in the app. See Why am I being asked to verify again?
- We need to complete a security check. Follow the steps in the app message.
- You have more than one account. You can have one Pyypl account. See My account was blocked because I have more than one account.
What to do now
- Read the message in the app and follow its steps.
- If someone else may have used your account or login details, freeze your card: tap Cards, then Freeze.
- If the message doesn't solve it, or there's no message, contact us.
Please don't open a new account while yours is restricted.
What happens next
We'll tell you when we restrict your account, unless that would put its security at risk. We lift the restriction as soon as we can once the reason has gone.
Your money
If only your card is blocked or frozen, your balance isn't affected. Your money is held in your account, not on the card. See My card is blocked, frozen or expired. For your balance, see How do I get my money from a blocked or closed account?
Still need help? Chat with us in the app. The chat works even if you can't log in: on the login screen, tap ? to open the Help Centre, then tap the chat bubble. You can also use the chat on pyypl.com, email care@pyypl.com or use the web form at pyypl.com/contact. We work on weekdays during working hours, so messages sent at the weekend may take longer to answer.
