Why is my account locked?

Why is my account locked?

At Nebeus, we prioritize regulatory compliance and maintain a thorough KYC and AML framework. As a regulated European financial app, we bridge the gap between cryptocurrency and finance, ensuring the security and trust of our users. This article explains why your account may be locked and provides information on the review process and steps you can take to assist us.

Reasons for Account Lock:

1. Compliance with European AML Regulations:
  1. Nebeus adheres to European AML regulations and the AMD 5 Directive. As of 29/12/2022, we have implemented new rules for Nebeus transactions to ensure compliance.
  2. Funds received from third parties to IBAN and Sort code accounts will undergo additional AML control. Withdrawals may be limited during the review process.

2. Risk Assessment and Security Measures:
  1. To ensure the security and authenticity of card transactions, we monitor them closely. If we are unable to guarantee their security, such transactions may be locked.
Duration of Account Lock:
  1. The review process for locked accounts can take days or weeks. We work diligently with our bank partner to gather all necessary details during this period.
  2. As per our internal control and AML regulations, we cannot provide an exact timeframe. Rest assured that once the review is completed, our support team will notify you promptly.
Money Account Monthly Fees: What to Know During Account Reviews
During the review process for locked accounts, there might be instances where the review coincides with your money account's monthly subscription fee payment date. As a result, you may incur charges for your money account while it remains locked. We acknowledge that this can be frustrating, and we apologize for any inconvenience caused.
It's important to note that, as per our policies, we are unable to cancel your money account during the review period. This policy ensures the security and integrity of our financial services. Consequently, the usual monthly fees for the money account will continue to apply, even if the account remains locked for an extended period.
While your account is under review, the regular monthly fees will be charged accordingly when we unlock your account. We want to make it clear that these fees are non-refundable, regardless of the duration of the review period. Once the review is complete and your account is unlocked, you can resume normal access to your money account.

How to Assist the Review Process:

  1. If our support team contacts you regarding your locked account, promptly provide the requested information to expedite the review process.
  2. If you have not been contacted about your account being locked, please reach out to our support team for assistance.

Nebeus takes regulatory compliance seriously and maintains a thorough review process to ensure the security and trust of our users. If your account is locked, it may be due to compliance with AML regulations or security measures. The review process duration can vary, and we appreciate your understanding during this time. To assist us, respond promptly to any requests from our support team regarding your locked account. If you have not been contacted, please reach out to our support team for further assistance.

For additional information or clarification, please contact our dedicated customer support team. We are here to provide guidance and address any concerns you may have.

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