If you received an email that we are conducting a review of your account, or are seeing a message to contact support when signing in, it usually means there is a restriction on your account. There are several reasons this may occur, but the most common are:
- Fraud Protection - Our team has identified abnormal behavior on your account, and want to ensure all actions taken are authorized.
- Identity Verification - Part of operating in the highly-regulated financial market is adherence to U.S. KYC regulations. This means that we must ensure that all information on our users' accounts is accurate and up-to-date. In the event we identify an inconsistency, we may need to request additional identity verification.
- Negative Balance - While our debit card program is pre-paid, there are instances in which a user may end up with a negative balance. If that balance is not resolved in a timely manner, we may restrict the account until the issue is addressed.
- Terms Violations - All users are required to reach and acknowledge our legal terms prior to opening their account. In the event we identify or suspect a violation of those terms, a user's account may be suspended.
If you received instructions to contact our Customer Support team regarding access to your Fold account, you can do so by emailing us directly at support@foldapp.com.
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