1. Step: Don't panic!


New accounts run through a series of automatic security checks to make sure that the personal data is correct and to check that they are not double accounts, which are not allowed by our terms & conditions. If those checks find suspicious data, the account is temporarily suspended and an email is sent out to inform you about the circumstances of the suspension. 



2. Step: Contact our support team and provide required information. 


Create a new support ticket and select the following topics: Suspension > Why is my account suspended? 


Our team will then check your case and usually respond by sending a list of documents you have to provide in order to get the account reactivated. Those documents differ based on the individual reasons your account has been suspended. It can be a document to prove your identity, residence, phone number, tax information or several of those.



3. Step: Send us your documents.


Please gather all required documents and attach them to your answer to the ticket in the given period of time. 



4. Please have patience.


Your documents will be manually checked and verified by our team. This can take up to 14 days, depending on the amount of tickets that are in the verification queue. Once your documents have been reviewed, our team will let you know about the outcome. If possible, they will reactivate your account or might request further documents. Please do not create new support tickets in the meantime. They will only be merged with your existing one and will not speed up the verification process.