How do I appeal a freeze?
File a ticket explaining the situation; a human reviews it. False positives are lifted with your funds unaffected; confirmed violations are handled per the review conclusion — where the issuer determines a violation, the card is frozen, the card balance may be delayed or unrecoverable (at the issuer's discretion), issuer penalties of $10–$20 per transaction are deducted from your account balance, and losses are borne by the cardholder.
When your account is frozen, the first thought is usually "Is the account dead? Is my money gone?" Don't panic yet: after a freeze you can still log in, view your balance and cards, and submit a support ticket—what's suspended are account-level actions like opening new cards. An appeal isn't about protesting your innocence or pleading your case; it's about handing the human reviewer facts that can be verified. What actually decides the outcome is which of two paths you're on—a false positive or a confirmed violation—and the two are handled completely differently, so figure out which one applies to you before you appeal.
Appeal through a support ticket, and give the review everything it needs in one go
- Open a support ticket to submit your appeal—this is the fastest channel, handled 24/7 with a first response usually within a few minutes, with no need to look for another route.
- Explain your account background: your sign-up and usage scenario (subscribing to AI tools / SaaS / ad campaigns, etc.) and your main recent activity.
- Attach verifiable evidence: the relevant top-up order numbers, what you opened cards for and how you spent, and the names of the merchants involved.
- After submitting, wait for the human review; in the meantime, don't repeatedly register new accounts or run intensive, back-to-back actions in a short window—these overlap with what triggers a freeze and will only weigh against you in the review.
The review has only two conclusions, each mapping to a distinct path for your assets
| Review conclusion | Account handling | Asset handling |
|---|---|---|
| False positive (no red line crossed) | Freeze lifted, normal use restored | Your platform balance and card limits are unaffected and continue as usual |
| Confirmed violation | Handled per the review conclusion; the platform reserves the right to terminate service | Handled per the conclusion; where the issuer determines a violation, the card is frozen, the card balance may be delayed or unrecoverable (at the issuer's discretion), issuer penalties of $10–$20 per transaction are deducted from your account balance, and losses are borne by the cardholder |
Before you appeal, self-check: are you more likely a false positive, or did you cross a red line?
- You only made normal purchases (AI subscriptions / SaaS / ad campaigns) and never touched cash-out schemes, transaction laundering, or illicit gray-market activity → usually a false positive; explain honestly and the freeze can be lifted.
- You didn't mass-register multiple accounts to get around the card cap → normal.
- Your transaction pattern isn't abnormal (not opening a large number of cards in a short burst, or repeatedly retrying after frequent failures) → normal.
What happens to your money during and after a freeze
Your platform balance is always recorded in a ledger under your name, and your card limits sit in a separate pool under your name, kept apart from your platform balance; the platform itself does not confiscate user funds, and an account freeze only pauses actions. Once a false positive is cleared after review, everything continues as usual and your funds are unaffected: the balance can be used as normal to open and top up cards, or returned via Prepayment Refund or Account Closure (a flat $2 fee per payout, transfer fee included). A violation determined by the issuer is different: the card is frozen, and the card balance may be delayed or unrecoverable (at the issuer's discretion); a $10–$20 issuer penalty per violation transaction is deducted from your account balance (the user agreement states this rule); and losses caused by the violation are borne by the cardholder. If a violation is confirmed and the account is terminated, funds are handled per the review conclusion and the issuer's decision, and full recovery is not guaranteed.