How can I make sure Revolut won't block my account?

The board is full of horror stories regarding accounts getting randomly blocked and useless customer service taking ages to sort it out. My account was blocked too, after a top up - not only was topping up with a card in my own name not enough, they wanted the picture of the card, the code of the transaction, and then the screenshot as well. It’s mind boggling how they think it’s okay to pull this off on top of having to wait for customer service to show up in the morning, and completely bricking the app so you can’t even see it’s in your name.

As I’m going travelling soon, is there any surefire list of things I can do right now to avoid getting stranded without access to my money?

Hi @erstaunen1,

make sure to verify your account. For security reasons accounts get blocked. This might happen if accounts are topped up from other countries than your country of residence ( even if the card is in your name ), in huge amounts a day after opening your account, etc.
A bit of logical thinking, don’t think everything will go as smooth when transferring 50k before receiving your card etc. ( some people did that and are complaining that their account is blocked.)

Just my point of view and there are users who did not such thing and still got blocked and others who did and did not have any troubles.

Best regards and safe travels !

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Hmm, okay. So basically, no guarantees on anything, just fingers crossed and hope for the best, hope that CS is at work and they don’t take their sweet time to reply. I don’t see how this firm interprets “beyond banking”.

Well, most of the time, an automated security system blocks the account. There can’t be a guarantee that it won’t happen.

Fully verify your account and all the cards for top-ups. To verify top-up cards, you have to use them first successfully for top-ups a couple of times. Use your Revolut card a couple of times before your trip in situations where you don’t rely on it. Test all ways of topping up before going o a trip. Get familiar with the apps security options. Read the FAQs. (They also contain useful things about using the card and where it might behave differently to what you know from typical credit cards.)

(And then, as with all bank cards: never only rely on one bank card alone on a trip away from home. Things brake.)

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If my regular bank blocks my card for “security” I can expect to have it undone within 5 minutes and with a single phone call or text. What is Revolut’s proposition? A robot that tells me to wait until the morning so I can be bounced around “departments”.

Overall quite a laundry list for a disruptive challenger that’s supposed to Just Work. I especially like the line reminding me to verify my card showing in fine grey print in an inconspicuous location (just discovered it in the app). You’d think if verifying was truly necessary it would be displayed as such rather than as some feeble suggestion.

I wonder how services such as Monzo or Starling manage to spare their customers the trouble. Must be something in their water I guess.

With your regular bank, onboarding is quite different and they probably don’t offer top-ups via card. The fast oboarding process comes with a price. If a card gets blocked because the system assumes fraud, you can unblock your card yourself in the app. The whole account is only blocked if something more sketchy triggers the system

Monzo et. al. want to replace current accounts. Revolut is a genuinely different product with way more things that one can do with money.

I suggest to take some time to understand how Revolut is different, what they offer, and to read the FAQ! And then get familiar with the app and the product. It’s not difficult, just use it for a while.

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My account was blocked at a pharmacy in Brazil trying to buy some stuff for 3 euro. Due to time difference support was closed and I was left without a penny for many hours. If this would have happened during a weekend, it could take more than 48 hours to get some help. So always keep reliable bank card and cash.

Most of the times, accounts got blocked because either:

  • the user did not verify the account
  • an issue related to the location-based security
  • account got top-up with a card/account not under the user’s name

Beside that, I dont think anyone had issues with accounts being blocked.

On my end, I’ve been using Revolut since 2015 and never got my account blocked. Not once, although I constantly use the card in “exotic” countries :wink:
Only issue I had was a USD top-up transfer that bounced back and the personal IBAN (but that one was actually due to my bank).

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Support is now open on weekends.

Just out of curiosity: was your account blocked or your card?

Non premium support is not 24/7 and then travelling in +6h GMT time zone and no internet access and unfamiliar (or even dangerous) area… you can imagine the scale of frustration if left without any penny. My account was blocked. It is really silly to “protect” funds in case of single 3 euro transaction and leave person stranded without any access to his money for days.

HOW CAN I UNLOCK MY ACCOUNT? CAN ANYONE HELP ME?
I have my account blocked already for several days. First Revolut asked me to verify my account. Then it said it’s ok. Then I got my account blocked. It’s 2021 and these kind of problems are going on since 2016. Is there anyone from the actual Revolut staff who can help me? I have quite a lot of money out there and would like to pay the rent. Who’s going to pay for it? Revolut? I’m sick of it. And the fun part is that that NONE of the people I’m trying to reach out to is replying. Neither the chat support nor the e-mail support. Two days without actual answer. People have responsibilities. Yours, as Revolut is to at least answer. You’re not even doing that. Have anyone from the community actually tried to go to the police with this? These ‘bugs’ look like stealing money, nothing more, nothing less. It’s OUTRAGEOUS! Can anyone from the staff actually HELP ME?!

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Hey, I’ve got the exact same problem. It’s been going on for 5 days now and no news from Revolut. I was wondering if your problem had been fixed, and if so after how many days of not having access to your money?

Same here. Account locked since November 19th and nobody replying to my support requests.

I tweeted Revolut but the social media team couldn’t do anything beyond flag it as “priority” due to being a separate team.

I fly abroad later in the week and currently have no means of spending money.

Hugely disappointed.

My account has been blocked for over a week now, and I just got told “hopefully you will get a response in the next 10 business days”. With the excuse that they are a regulated financial institution. Well, I’ve never seen any other “regulated financial institution” take a month to unblock an account after all the relevant paperwork was sent over. It’s truly disgusting

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I’ve been unduly blocked after transferring money from my PayPal account my Revolut
The chat is useless and there is no support
They don’t understand a thing
I used to love Revolut and now I hate it
I realized you can’t rely on an avatar of a bank with no human interaction and when it comes to money you need to deal with real banks
I’ve been blocked for 5 days and MY money is held hostage by incompetent Revolut
Any idea where I can complain?

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Good evening, my account was blocked, after I contacted the support I was told to just wait because there is a check. At first I was told that I would receive an answer within 4 days, later I was told that I had to wait another 5 days, I have been waiting for 9 days and never received an answer. Tell me who had a similar problem?

Hello, I am facing a problem! I received a sum of money and they blocked my account for verification. I sent the proof of the money and I’m still waiting but no answer. I need money from the account, it’s not ok to block the money, so I can’t use it! I understand that checks are made, but it takes too long. it is not correct to block the amount. what is to be done, an urgent answer please!!!

I’ve moved your post to a more suitable topic.
This is a user forum and whilst someone may be in a position to provide their own user experience, this is not the place to get a definitive response.
Only support can do that. They will have to be allowed to complete their checks and they will reach out to you when that is complete.

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Same here, just got my account blocked and they gave me the exact same justification.
I am working in compliance checking potential fraudes in another bank and blocking accounts happens every day, this is normal - AI tools used by banks mark suspicious transactions that need to be verified manually.
But freezing an account for 10 business days (!!) happens only when the client don’t want to cooperate! The average process in our bank takes less than 2 business days for routine checks, what a shame …
How does people live if they only have 1 bank account ?