Well, yes. I am not sure what’s going on with blocked accounts. But to me it looks like there are two major problems with being locked out of an account.
No. 1 is that people change their SIM while traveling, they move, they get a new phone, their phone gets stolen … for some reason, they don’t have access to their old phone number anymore. But for security reasons, ones account is attached to the phone and the number. To install the app on a brand new phone only works when one can identify oneself with a code that is sent to the verified old phone number. If you don’t have access to that number, support has to change the number for you manually. What to do to change the number without access to the old one is described in the FAQs. And in plenty of threads here that could be found with a quick search. With a little bit of effort, one would find other ways to contact Revolut directly here in the forum, on Twitter, or on Facebook that are recommended a lot here by helpful users.
No. 2 seems to be problems with the verification. As far as I understand it, it is an automated process and problems occur if an ID or credit card can’t be verified because of a blurry photo. Or when people try to verify a virtual card which is not recommended (tone can’t take a photo of a virtual card). It might be a good idea to explain the steps of the verification better in the app and give some hints about potential problems beforehand. But if one has sucessfully verified account and card, you are all set. And if your card gets blocked because the system assumes a fraudulent transaction, you can unlock the card in the app by yourself.
Isn’t Revolut a fairly new and different product, compared with a regular current account? I would expect that it takes some time to get familiar with the app and the product itself. And the FAQs are the perfect place to start and to learn a lot, I think. They have plenty of informations and useful tips like how to avoid tourist traps (DCC) or what to expect when the card is used with London Transport.
Having said all this, I am not saying people don’t have reasons to complain or being frustrated. There are bugs in the app, some procedures are unusual, it is frustrating when your phone was stolen and all your money is locked in an account you no longer have access to and you are in a foreign country. I get all this and how frustrating it could be. I don’t want to defend Revolut’s lagging support. But I do think it would be a good idea if users would put a little bit more effort into using this forum as a knowledge base. And into thoroughly reading the FAQs