I have made an account, topped my account, paid for premium and made a card order.
After that I have sent my ID and selfie photo.
A few minutes after I have sent my documents, I received an SMS that my identity was successfully verified, but in the same time I got a notification from the app that my account was locked.
In the app there was an option to also verify the bank account with the code from the latest transaction, I also did that.
What can I do now ? Account is still locked, and talking to Rita does not help at all…
Rita = bot… have you entered “Live agent”? Although talking to a live agent also feels like talking to a bot. Good Luck.
I don’t see any option for talking to a live agent. I just have a link to chat to support, and it goes directly to the bot.
In the App: More -> Help -> Chat to us: Describe you problem, you’ll receive a reply. Then enter “Live agent”
Does not work? What exactly do you see?
I was redirected to a live agent that just said I will be referred to the relevant team…
I really don’t get what is wrong.
There is no More/Help/anything, just a screen with “Your account is currently blocked for security reasons” and a button with “Chat with Support”.
I told Rita I need to talk to a live agent, and I was redirected.
You’re in a virtual queue and probably will not receive any answer from Rita or an agent until someone is assigned to your case
If you want to speed this up for you you might want to consider getting in touch with them through Twitter:
I don’t know how this can happen, to be honest. I did everything by the book, even paid for premium support, uploaded everything they asked.
Now neither the bot nor live support is answering.
I left a message to let me know what I can do do cancel my subscription and withdraw my funds which are now blocked for no reason.
To be honest it feels like a scam.
Hi there. Thank you for your patience. I’ve escalated this issue to the relevant team which is better suited to help you with your request. Please note a member of the team will contact you via in-app chat shortly.
thank you very much, a live agent finally resolved this.