We understand that it can be frustrating, but if we’ve placed a block on your account it’s usually for a very good reason – and we can’t always share that information with you.
With everything we do at Monese, we have to follow a strict set of rules, governed by the Financial Conduct Authority (FCA) or the National Bank of Belgium (NBB) (depending on where you live).
If we feel that your account isn’t following these rules or isn’t meeting certain requirements, we may need to block or close it. You can find more about this in our Terms and Conditions under clauses 15, 16 and 17.
If we’ve blocked your account, you won’t be able to access the Monese app, make and receive payments or use your Monese card. If this happens, we’ll let you know immediately by email and let you know what happens next.
To help speed up the process, here’s what you can do:
Watch out for any emails from us outlining next steps
Answer all the questions we ask as detailed and as quickly as you can
If we ask for supporting documentation, send it to us as soon as you can – the more relevant and detailed these documents are, the sooner we can solve any issues
Our Customer Support team won’t be able to unblock your account or tell you why we’ve blocked it. But you can read more about why on our blog.