Why Is My Account on Hold? Reviews, Limits and What Still Works
Most holds are a routine look at an account, not a verdict, and most of the account keeps working through them. Here is each kind and what to do.
A message saying your account needs a review is unsettling, especially when money is involved. Most of the time it is the least dramatic thing it could be: a person looking at an account before it opens new bank details or takes money in by bank transfer. Here is each kind of hold, what still works during it, and what, if anything, you need to do.
Your account is being reviewed
While a person looks at an account, two things wait: opening new bank details, and buying by bank transfer. Everything else works as normal: selling to your bank, swapping, your dashboard, and bank details you already have. It usually takes one business day, and we email you as soon as it is done.
We do not say what started a review. Partly because it is often a routine check that says nothing about you, and partly because describing what our checks look for would help the people they exist to stop.
Your account is new
For its first 7 days, a new account can bring in up to $2,000, counting buys and deposits together. Its first bank details usually open straight away, though some new accounts are looked at by a person first. Asking for more in that week puts the account in the review above, and once it is cleared the limit is lifted. Selling what you already hold is not limited.
One order says "In review"
That is our payment partner checking one payment, not your whole account. Most clear without anything from you. If our partner needs something, you will see it in the app and by email.
You have been asked where money came from
That is a request for information from our payment partner, which regulators require it to make on some payments. Answer it promptly and completely; our guide to source of funds explains what to send and why they ask.
Your account is suspended
You cannot use the app at all. Nothing of yours is held: your wallet and its keys are yours, and you can move what is in it with any wallet app. Write to support@rampy.money from the address you sign in with, and we will tell you where things stand.
You closed it yourself
If you deactivated your account, or asked us to delete it and the 30 days have not passed, signing in shows a page with one button to reopen it.
| What you see | What still works | How long |
|---|---|---|
| Account under review | Selling, swapping, dashboard, existing bank details | Usually one business day |
| New-account limit | Everything, up to the limit | 7 days, or until reviewed |
| One order in review | Everything else | Usually clears on its own |
| Information requested | Depends on the request | Until you answer |
| Suspended | Your wallet, outside the app | Write to support |
What helps
- Check your email and the bell in the app; anything we or our partner need is there.
- Answer requests fully the first time. Partial answers start the clock again.
- Do not open a second account to get round a hold. It does not work, and linked accounts are reviewed together.
- Write to support@rampy.money from the address you sign in with if something has taken longer than it should.
What our partner means by source of funds, and what to send.
Source of funds, explainedFrequently asked
Why won't you tell me why my account is under review?
Because the reason is usually a routine check that may say nothing about you, and describing our checks would help people get round them. We tell you what is paused, what still works, and when it lifts.
Is my money safe during a hold?
Yes. Rampy never holds your money. Your stablecoins are in your own wallet, and selling to your bank keeps working during a review.
How long does a review take?
Usually one business day. We email you as soon as it is done.
Can I still withdraw to my bank?
Yes, during a review selling to your bank works as normal. Only new bank details and buying by bank transfer wait.