My account is restricted — what now?

What an account restriction means, why your funds remain yours, how to respond, and the possible outcomes.

What a restriction means operationally

While your account is restricted, some or all platform features are paused. Depending on the restriction, that can include:

Sending or receiving payments through Echlon's corridors
Card spending and card top-ups
Moving funds into or out of Treasury

You'll see the restriction reflected in the app, and we'll tell you which actions are affected.

Your funds vs. your platform access

This distinction matters: the money in your account is yours, held in your own account rather than pooled with Echlon's operating funds, and it stays yours throughout a restriction. A platform restriction limits Echlon's services — payment corridors, cards, and Treasury access through the app; it does not change who owns the funds in your account.

Note: some balances work differently from your Checking balance — card top-up balances are held separately and managed through the card program, and Treasury funds stay deployed in yield strategies until you redeem them.

Why this happens

Common triggers for a restriction:

A verification document expired or new information is needed (re-verification)
Unusual account activity that requires review
A security concern, such as suspected unauthorized access
A requirement from a banking or card partner, or a legal/regulatory obligation

Why we sometimes can't tell you the reason

In certain cases, financial regulations legally prohibit us from disclosing why an account is under review or whether any regulatory report has been filed. When that applies, our support team isn't withholding information by choice — sharing it would be unlawful. We will always tell you what we can: what's currently restricted, whether we need anything from you, and how you'll hear about the outcome.

How to respond

Check your email and in-app notifications. If we need documents or information, the request is there with instructions.
Respond through the channel named in the request — usually the existing email thread or in-app ticket. Keep everything in one thread.
Send complete, legible documents that match your verified business details. Partial or cropped documents restart the loop.
Don't open multiple tickets about the same restriction; it doesn't speed things up and can fragment the review.

Realistic timelines

Timelines depend on the restriction type. Document-based reviews move at the speed of complete submissions; reviews involving external partners or legal obligations can take longer and are not always within Echlon's control.

Possible outcomes

Restriction lifted: full platform access returns. Most reviews end here.
Additional documents requested: the review continues once you provide them.
Account closure: in some cases the relationship is ended. You'll be informed of the wind-down steps, including withdrawing balances where applicable. The funds in your account remain yours regardless. See Closing your account & withdrawing your funds.

Common questions

Did I do something wrong?

Not necessarily. Many restrictions are routine — expired documents, ownership changes that need re-verification, or precautionary security holds.

Can I open a new account while restricted?

No. Opening a duplicate account during a review violates platform terms and will extend, not shorten, the process.

Still need help?

If this article didn't resolve your issue, see our support channels, message us on WhatsApp at +1 (787) 468-5842, or open a support ticket — we typically respond within 24 hours.