Why was my account suspended?

We keep an eye on account activities and payments to protect you and our community. Your account might be suspended if we spot transfers, recipients, or payment methods that don’t align with our guidelines (see guidelines below).

Can I reactivate my account?

Don't worry; our team is here to help you reactivate your account, if we can.

If you believe your account was suspended in error, you can provide some additional information to help us understand whether we can reactivate it.
Just reply to the email we sent to your account's registered email address (remember to check your spam folder). If you can't find the email, feel free to reach out to our support team.

You will find some guidance below on why we may suspend your account.

Community guidelines

At Taptap Send, we want to provide our users with a secure and quick way to send money. In this page you will find recommendations and best practices to ensure you keep your account safe and prevent any unwanted activity.

Do not share your account

In order to keep your information secure we recommend that you avoid sharing your personal information, account information and account with others. We encourage users to make their own personal accounts and avoid allowing others to use their account to send funds. 

Identity verification

As a regulated financial institution we are required by regulation to verify the identity of our users. Just as with your bank we are required to verify the identity and personal information of our users and in some cases of their recipients. Please provide us with complete information that matches your documents. Common problems we see:

• Using nicknames or incomplete names, addresses or incorrect birthdates, may make it difficult for our team to be able to verify your identity. 
• Using anything other than your main mobile phone number with Taptap Send is not permitted. For example, we cannot allow call forwarding services or Voice Over IP type phone numbers offered by many digital calling service providers.

Only use your payment information on your account

Your account information should match the information on your payment method. Using your payment method on more than 1 account can result in your account and the associated accounts being suspended. Only use a payment method in your name and avoid sharing your payment method.

Only send money to people you know and trust.

We highly recommend that you only send money to people you know and have met in person. As scams can target all types of individuals we encourage you to avoid sending funds to people you have not met in person. 

If we notice any unusual behaviour related to your account we may ask you to verify your details or provide us with further information. This may result in suspension of your account and if we cannot confirm that an account is following the above guidelines this may result in the permanent deactivation of your account. 

Chargebacks
A chargeback is when the money you have sent to Taptap Send is recalled by a bank. They normally happen in the case of fraudulent transactions due to stolen cards, but can happen for other reasons as well.

While sometimes legitimate, typically this means that Taptap Send is owed money by a customer.
As a result if you disputed a transaction and initiated a chargeback, we may decide to suspend your account. If you want to discuss how to reactivate, please get in touch so we can review the reasons behind your dispute and how we could potentially resolve this.

I have not managed to reactivate my account, what can I do?

Our first priority is to protect you and our other customers. If you think your account suspension is unfair, you can appeal the decision. A senior team member will review your case, and their decision will be final.