Is your account locked or closed? You may be able to unlock your account, depending on what happened. Keep reading to learn about your options.
In this article, we’ll cover:
- Reasons we permanently lock accounts
- Reasons we temporarily lock accounts and how to unlock them
- I’ve completed the requests. Why is my account still locked?
Reasons we permanently lock 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 lock your account. This includes if:
- You purchased goods or services using Ria Money Transfer
- You tried to send money to someone you don’t know
- You tried to send a fraudulent transfer
Read this article for more information about canceled transfers:
Note: Your account may be locked or closed for other reasons. Check your email for next steps. And if you still need help, contact Customer Care.
Reasons we temporarily lock accounts and how to unlock them
In most cases, accounts are locked because of simple mistakes. We can help you get your account back if:
You forgot your password
An incorrect password is the most common reason for locked accounts. If this happens, you can request a password reset. 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 used support codes incorrectly
Accounts will be locked if a support code is entered incorrectly too many times. You will need to contact Customer Care to receive a new support code if this happens.
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. You'll need to contact Customer Care to unlock your account.
Read these articles for more information on transfer reviews:
I’ve completed the requests. Why is my account still locked?
The documents or information you provided is currently in the review process. You will need to wait for a response from us before proceeding with new or current transfers. If you feel that the process is taking longer than normal, reach out to Customer Service. Keep in mind you will still be able to send money at a Ria location if your account is locked.