Why can’t I access my account?

• Learn why your Wirex account may be temporarily suspended and what you can do about it.
• Protecting your funds and personal information from fraud or criminal activity is our top priority.
• Contact our Support team for assistance.

Like all payment providers, we may have to temporarily suspend access to your account whilst we investigate something that does not look right to us.

We know that if this happens, it can be inconvenient or even distressing, but please rest assured that it’s not something we do lightly and we usually suspend access to protect your funds or personal information from suspected fraud or criminal activity.

We get a lot of questions about this on our social and community channels and wanted to clear the air. So, why do we do this?

We want to act responsibly.

As a regulated payments company, we abide by the most stringent and up-to-date laws and regulations– that means watching out for suspicious activity and making sure we protect our customers.

If we do suspend access, it is typically for the following reasons:

We suspect someone other than the account holder may have access to the account*

If our system detects any sign of suspicious activity, we’ll suspend the account to protect the genuine customer and/or other customers’ account whilst we investigate. We try and conclude our investigations as soon as possible but at times, this can take longer if, for example, we suspect there is an organised attack.

Your money or data is at risk**

We employ anti-fraud monitoring tools to keep your money and personal information as safe as possible. If our system detects a security breach, we may suspend access to limit any damage and so we can properly investigate.

We are instructed by the police

Sometimes the police or other official bodies will ask us to suspend access, for example, as part of an ongoing investigation. We of course fully cooperate and as a result, we do our part in helping to catch criminals.

What to do next?

Even the most advanced detection systems are not 100% accurate. If you believe your account has been suspended by mistake, please get in touch with the Support team.

We will do our best to help. If you have any more questions, don’t hesitate to ask our Support team.

*Malicious entities may target you in an attempt to steal any asset that you may hold, or to claim any asset that you may have purchased. This may involve unauthorised access to your Account, your private keys, your addresses, your passwords, your email or social media accounts, your log-in details or access method for the Account, as well as unauthorised access to your computer, smartphone, and any other devices that you may use. You alone are responsible for protecting yourself against such actions.

** The technologic reliance of the Exchange on the Internet exposes you to an increased risk of fraud or cyber-attack. Cryptoassets, an Account, a Wallet, the Service may be targeted by malicious persons who may attempt to steal Cryptoassets, or otherwise intervene in the order or any of the Service. This includes (but is not limited to) interventions by way of: (a) distributed denial of service; (b) sybil attacks; (c) phishing; (d) social engineering; (e) hacking; (f) smurfing; (g) malware; (h) double spending; (i) majority-mining, consensus-based or other mining attacks; (j) misinformation campaigns; (k) forks; and (l) spoofing. Cryptoassets, Accounts, Wallets or the Exchange may also be vulnerable to exploitation of vulnerabilities in smart contracts and other code, as well as to human error. A limited amount of your Cryptoassets may be stored in hot wallets (ie online environments which provide an interface with the internet), which can be prone to hacking or cyber-attacks. Cyber-attacks resulting in the hacking of Cryptoasset trading platforms and thefts of Cryptoassets are common. Victims may have difficulty recovering losses from hackers or trading platforms. This could result in significant loss and/or other impacts that may materially affect your interests. The above events may affect the features, functions, operation, use, access or other properties of the Cryptoassets, your Account, your Wallet or the Exchange.