Account blocked for security reasons after verifying identity



Just verified my identity with my driver’s license and bank statement code, and was immediately blocked for security reasons.

Live chat said an advisor would be with me within 6 hours, which would be a problem on it’s own, but the app doesn’t seem to do notifications so I would have to check it all the time to see if I had a response…

I read to mention @AndreasK or @jessicaszabla on here so I thought I’d try. Please help, I’m travelling tomorrow and I’m a bit worried


Hi there.

I can see that your account is locked for security reasons.

I’ve escalated this issue to our compliance team as they will be better suited to assist you with this matter. A member of our compliance team will get back to you shortly.

Thank you for you patience.


Andreas K.


Hello @AndreasK,

I have a similar problem. My account is also locked for security reasons after I successfully verified my VISA card.
Its now over 4 hours locked. Could you please help me too in this?

Thank you!

Best regards,


Hi Paul. Your chat has been escalated. Thank you for you patience.