Wirex Help Centre

Why was my account frozen?

In certain circumstances, we are legally required to freeze or block accounts. Usually, this happens when:

1) We suspect an unauthorised person may have gained access to your account. 

If we detect unusual activity on your account, it may mean that an unauthorised person has gained access. In this case, freezing the account protects you and your money. Once we’ve contacted you and ensured your account is secure, we will unfreeze it. 

2) We suspect criminal activity or were contacted by law enforcement.

Wirex is fully regulated, e-money licenced financial institution. As such, we are required to monitor our accounts for any signs of illegal activity, and freeze them if we suspect wrongdoing. 

However, even the most advanced fraud detection systems are not perfect. If you believe your account has been frozen in error, please contact support. We will be happy to work with you to resolve the issue and get your account unfrozen. 

We also freeze accounts if we are contacted by law enforcement. In this case, we are not able to unfreeze the account until instructed to do so by the authorities. 

We comply with regulations for the benefit of our customers. Operating within the established legal framework allows us to provide a transparent, compliant, and secure platform for customers all over the world. 

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