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Account Suspended

Understanding suspensions and how to resolve them.

What is Suspension?​

A suspension is a formal restriction on your account due to:

  • Policy violation
  • Compliance concern
  • Pending investigation
  • Failed verification

Suspension vs Other Statuses​

StatusMeaning
LockedSecurity/technical — usually temporary
SuspendedPolicy/compliance — formal action
CancelledAccount terminated

Common Suspension Reasons​

Policy Violations​

ViolationExample
Prohibited marketingIncome guarantees
Cross-recruitingRecruiting from other lines
MisrepresentationFalse product claims
Terms violationOperating in unauthorized territory

Compliance Issues​

IssueExample
KYC failureDocument rejection
Suspicious activityUnusual transactions
AML concernPotential money laundering flags
PEP reviewPolitically exposed person review

Verification Issues​

IssueExample
Identity mismatchName doesn't match documents
Address verificationCannot confirm residence
Document fraudFake or altered documents

What Happens During Suspension​

FeatureStatus
LoginMay or may not be blocked
PurchasesBlocked
WithdrawalsBlocked
CSR deliveryMay be paused
CommissionsMay be held

How to Resolve​

Step 1: Understand the Reason​

  1. Check email for suspension notice
  2. Review reason provided
  3. Gather relevant information

Step 2: Contact Support​

  1. Submit ticket regarding suspension
  2. Include account email
  3. Acknowledge the issue (if applicable)
  4. Provide requested documentation

Step 3: Comply with Requirements​

If AskedAction
Additional KYCSubmit documents
ExplanationProvide written response
CorrectionFix the policy violation

Step 4: Await Decision​

  1. Review takes time
  2. Response provided via email
  3. Follow any additional steps

Possible Outcomes​

OutcomeMeaning
ReinstatedSuspension lifted, full access
ProbationReinstated with conditions
ExtendedMore information needed
TerminationAccount permanently closed

Appeal Process​

If you believe suspension was in error:

  1. Submit written appeal
  2. Provide evidence
  3. Reference specific facts
  4. Request review
  5. Follow Complaint Process if needed

Prevention​

ActionPrevents
Read Policies & ProceduresPolicy violations
Complete KYC properlyVerification issues
Accurate marketingMisrepresentation
Stay in your lineCross-recruiting