If your account is blocked or frozen, it's likely that we've gotten in touch with you to get some information.
While we can’t elaborate on every possible scenario, below is a list of some of the common reasons an account may be restricted:
We need more information from you
Our technology has spotted something unusual
We have reason to believe your account isn’t safe
You have breached Shoal’s or our banking partners’ terms and conditions
Our customer support team will be in contact with you, normally via email, to try and resolve the case as quickly as possible. If you have not heard from anyone within 2 working days (Mon-Fri), please contact customer support.
With your support and cooperation, most cases are resolved quickly.
📝Note: Please avoid sending duplicate messages across multiple platforms, this only slows down the case review. But do not worry, we strive to resolve all cases as quickly as possible.