Why was my account locked?

Find out what happens if your account is locked or terminated.

Updated over a week ago

We understand that having an account locked can be an unpleasant experience. If your Ramp account has been locked, this could be due to a number of reasons. Most frequently, we have identified activity that goes against our Global Terms of Service.

As a global business that operates in a highly regulated environment, compliance is paramount to us (as is the security and integrity of our platform for all our users). The conditions contained in our Global Terms of Service reflect this approach.

Some reasons we may have locked your Ramp account include, but are not limited to:

  • you no longer meet the Eligibility Criteria

  • you’re using a shared crypto wallet address

  • you’re located in a country where we are not able to service

  • your transaction is connected to gambling, controlled substances, or other prohibited activities or services

  • you used a payment method in a name other than your own

  • you didn’t pay our fees

  • you are in or have breached our Global Terms of Service, or

  • we were instructed or required to do so by a governmental body, law enforcement agency, or regulator.

Please note that we also reserve the right to lock, suspend, restrict, or terminate any account at our sole discretion and without notice due to Ramp policy. We're also not always required, and at times may be prohibited from, stating a specific reason for this action.

As a customer, it's important that you stay up to date with our Global Terms of Service and with cryptocurrency regulations in your country to avoid any potential loss of access to our services and your account.

Pending transactions

If you initiated a transaction before we locked or terminated your access, we will return the relevant fiat currency or cryptoasset to you, unless prevented for legal or regulatory reasons.

Refunds

If you’re eligible for a refund, you can find more information on how long the refund process may take on this page.

Getting assistance

If you believe your account was locked by mistake, please reach out to our customer support team for assistance.

If we find that this is indeed the case, we’ll work with you to resolve the issue and restore your access as soon as possible.

Terminated accounts

Please note that our support team is not able to reactivate accounts that have been terminated, or to provide reasons behind the decision to terminate an account.

Click here to unlock your account.

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