Learn why your account might have been permanently closed, why your account was temporarily locked and what happens after you've provided additional information to unlock your account.
Why we permanently close accounts
We take our Terms and Conditions seriously. If we had to cancel one of your transfers because it broke our policies, we may need to permanently close your account.
Reasons we may permanently close accounts are:
- Purchasing goods or services using Ria Money Transfer
- Sending money to someone you haven’t met in person
- We may have identified a fraudulent transfer
| Learn more about why we might have canceled your transfer and keep an eye on your email for next steps. |
Why we temporarily lock accounts and how to unlock them
We can help you get your access your account again if:
You forgot your password
An incorrect password is the most common reason for locked accounts. If this happens, you can reset your password. We’ll send you an email with a one-time password that will help you reset your password and sign in to your profile.
You’ll need to have access to the email address you used when you signed up for Ria Money Transfer.
You forgot your security questions
You will need to contact Customer Care to confirm your identity and receive a one-time support code. That code can be used to unlock your account.
Your order matched a pattern of fraud
A transfer you sent was reviewed and flagged as potentially fraudulent.
Read these articles for more information on transfer reviews:
I've provided more information, what happens next?
We'll review the documents and information you provide. You'll need to wait for a response from us before proceeding with new or current transfers.
You can still send money at a Ria location if your account is locked or permanently closed.
Appealing account closure decisions or canceled transfers
If your account has been locked or your transfer was canceled because these requirements were not met, you can appeal the decision by following the steps in our Help Centre article.