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How can I resolve account suspension issues with Hurupay?

Perpetual Njoki avatar
Written by Perpetual Njoki
Updated over 3 weeks ago

How Can I Resolve Account Suspension Issues with Hurupay?

If your Hurupay account is suspended, it is typically due to compliance or fraud-related concerns. Below we outline the process and steps to resolve your account suspension, required documentation, and possible outcomes.


Documentation Requirements

To address an account suspension, you will need to provide the following documents:

  1. Proof of Relationship with the Sender: This could be any document that establishes a connection between you and the person or entity involved in a transaction.

  2. Transaction Purpose: Include a clear explanation of why the payment was made.

  3. Associated Documents: Examples include contracts, invoices, or any other documentation linked to the transaction.

  4. Future Usage Explanation: A description of how you intend to use Hurupay moving forward.

Upon gathering all the required documentation, submit them to Hurupay for review. These submissions are essential to proceed further in resolving your suspension issue.


The Resolution Process

After you've submitted the required documents, the following steps are generally involved:

  1. Your documents are reviewed internally and may also be forwarded to our banking partners for their evaluation.

  2. Possible Outcomes: - If the documents meet compliance requirements, your account will be reactivated. - If additional evidence or time is needed to complete the compliance review, your account will remain paused. - If the submitted documents are rejected, unfortunately, the account suspension will remain in place to protect you and Hurupay from potential fraud risks.


Suspension Policy on New Accounts

Hurupay does not permit users with suspended accounts to open new accounts as a way to bypass the suspension. We recommend resolving the issues with your current account by following the provided resolution process.


Summary of Key Takeaways

  • Always ensure comprehensive and accurate documentation is submitted for compliance.

  • Resolution involves both internal and external reviews, and outcomes depend on document approval.

  • Address issues with your current account, as opening a new one is not an option post-suspension.

If you have further questions or need help, reach out to Hurupay Support to get a detailed response specific to your situation.

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