Account Locks FAQs

Common questions and answers on account locks

Christine avatar
Written by Christine
Updated over a week ago

My account is locked. Why is my account locked?

Below are some of the reasons you may be unable to access your account:

  • When we think your account might be in danger or at risk

  • Another user has reported a malicious transaction with your account and we would like to discuss this with you. Please confirm if we have already sent you a message requesting more information on another thread so that you can respond via the same thread.

  • We notice inconsistent activity on your account and our control systems froze your account in order to bring your attention to this

  • A financial institution or regulatory body has raised an issue that requires we freeze your account until further notice

  • You have more than one account which goes against our terms and conditions

  • You previously requested for the account to be deleted.

  • You previously notified us to lock your account due to unauthorized access to your account.

I want to unlock my account

Please confirm the following:

  • Did you reach out to request that we delete the account before now?

  • Did you report the account for some suspicious transactions?

  • Did you get any messages from us requesting more information?

If none of the above applies, please share:

  • The Chipper tag, phone number, or email address associated with the account you are trying to access.

  • A screenshot of the error message you get when you try to access your account

I am unable to access my account

Please confirm if the account is locked or if you are getting a generic error.

  • If the account is not locked: Try to sign out and back in, then re-attempt to access the account. Also, ensure you are on the latest version of the app.

  • If you see the lock screen, please share the following details:

    • The Chipper tag, phone number, or email address associated with the account you are trying to access.

    • A screenshot of the error message you get when you try to access your account

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