Why has my account been restricted?

We understand that finding out your account has been restricted can be a frustrating and upsetting experience.

We’re keen to help our customers understand the reason why Kroo, as well as all regulated firms, are required to take this action.

We've outlined a few key reasons why Kroo may restrict an account below.


Why would Kroo restrict an account?

All financial service providers are legally required to restrict or close accounts to protect customers and themselves. At Kroo, accounts may also be restricted for the following reasons:

  • Our tech or our team has spotted something unusual.

  • We need further clarification on certain account activities.

  • As required by Law Enforcement.

  • Another financial service provider disputes a payment into a Kroo account.

  • There is a serious breach of Kroo's Terms and Conditions.

  • We need more information or documentation from you.

  • We're reviewing information from a third party.

  • We need to do it to keep your account and money safe.

We understand that having your account restricted can be incredibly inconvenient, but unfortunately, we can’t always tell you why this action has been taken.


What happens when my account is restricted?

When your account is blocked, we’ll restrict your access to the Kroo app. You will not be able to use your Kroo card, receive payments in or make payments out of your account. We will contact you to inform you of the next steps.

Any payments sent to your Kroo account during this time will be returned to the sender.


Why can’t you give me more information?

The law is restrictive in certain circumstances and for this reason, we aren't able to provide further information.

We also understand that having your account restricted can be incredibly inconvenient, but unfortunately, we can’t always tell you why this action has been taken.


Have you seized my money and how can I help get my account unrestricted?

No - whilst your account is restricted, the funds will remain in your account.

If we block your account, we’ll do everything we can to get it back up and running for you quickly.

  • Keep an eye out for an email or message from the Kroo team.

  • Try your best to answer all the questions with the relevant details.

  • You can support your response with the requested documentation.

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