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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 Network account has been locked, this could be due to a number of reasons. Most frequently, we have identified activity that goes against our 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 Network account include, but are not limited to:

  1. You used a payment method registered in a name other than your own

  2. You used a payment method that doesn’t belong to you

  3. You’re using a crypto wallet address that has already been used by a different Ramp user

  4. You no longer meet the eligibility criteria (e.g. you're under 18)

  5. You’re located in a country where we are not allowed to operate

  6. Your transaction is connected to gambling, controlled substances, or other prohibited activities or services, including subscriptions (such as for streaming platforms), purchases of physical goods, or any use unrelated to cryptocurrency

  7. You didn’t pay the required fees

  8. You are in breach of, or have violated, our Global Terms of Service

  9. We were instructed or required to take action by a government authority, 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 Network policy. We're also not always required and at times may be prohibited from, stating a specific reason for this action.

What Happens to my transactions and refunds if my account Is locked?

If you started a transaction before your account was locked or access was removed, we’ll return the relevant fiat or crypto — unless we’re legally or regulatorily prevented from doing so.

Refunds

If you’re eligible for a refund, you can find more information on:

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.

For UK users: What happens if I don't pass the Crypto Investing Risk Assessment?

Due to Financial Promotions Regulations in the UK, a customer has to demonstrate a certain level of understanding of Ramp Network as a business and the risks involved with purchasing crypto. To protect our customers, we have to limit the number of attempts you can take this assessment. If you have failed the assessment four times, you will not be able to take it again and your account will be locked. Unfortunately, you will not be able to appeal this decision.

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