🇺🇸 In the US 

Suspended? 

When you are setting up a wallet in the US You can be "suspended" by our savings provider DWOLLA.  

DWOLLA use your SSN to cross check the information on your government record with the information you provide us.  If this information doesn't match then you will be "suspended".  

We process suspensions at the end of each day so if you try again tomorrow you should be successful, just make sure you provide your legal name and DOB when filling out the first form. 

Asked to provide a document? 

DWOLLA may also prompt you to verify your identity by providing a document.  It takes 2 working days for your document to be verified.  If there is an issue with the document you have provided you will receive an email telling you why it has been rejected and give you the option to resubmit it.  If it has been longer than 2 working days and you haven't heard anything get in touch.
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🇬🇧 In the UK 

Suspended? 

We have a set of rules in the UK that help prevent fraudulent use of the wallet feature. Some of these rules can effect your access to the wallet while you are using it.  It is nothing to worry about and could effect you on initial sign up or further down the line.  

Cleo will let you know if you have been suspended when you try to deposit or withdraw money.  You will receive a message in the bot telling you to get in touch with us.  Just send us over a message and we will review your account for un suspension. 

Asked to provide a document? 

You may be asked to submit a document by our savings partner MangoPay when using the wallet to verify your identity.  

You should receive an email with a link to submit your document.  It takes 2 working days for your document to be verified and once it has been you can use the wallet again freely.  

If it has been longer than 2 working days then send us a message and we will chase it up for you. 

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