Having your account suspended can feel stressful, but in most cases it can be resolved quickly once the issue is addressed. This guide explains why suspensions happen and what steps to take to restore your account.
How Will You Know Your Account is Suspended?
You will either receive an Email or Text stating that your account is suspended, or you will see a banner in your MYbOnline account informing you of the suspension.
What Causes An Account to be Suspended?
Accounts are typically suspended for one of two reasons: failed payments or identity verification failure (KYC).
Failed Payments
First Payment Failure
If your first scheduled Direct Debit payment fails, this will cause your account to be suspended.
History of Failed Payments
If we notice a history of failed payments, this naturally becomes a reason for suspicion and could lead to account suspension.
You Have Failed Our KYC Test
KYC (Know Your Customer) is a compliance check to confirm who you are. We will send you a link where you will verify your identity by uploading a copy of your ID.
What To Do if you Have Failed KYC?
Kindly get in contact with us via Live Chat (on the right-hand side of this page) or contact us via WhatsApp.
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