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 or banks, 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, regulations, and rules – 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: 

1. 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.  

2. 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.  

3. 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.