Overview

If your Reap Direct account is frozen, restricted, or limited, certain features - such as card usage or fund transfers - may be temporarily unavailable. This article explains why restrictions occur and what you can do to restore full access as quickly as possible.

Jump to

• Why your account may be restricted
• What to do
• Frequently Asked Questions
• Contact our Support Team

Why your account may be restricted

Restrictions are typically triggered by one or more of the following:

• An active compliance or KYB review. KYB (Know Your Business) is the process Reap uses to verify your company's identity and legitimacy.
• Missing or outdated account documents. If your documents have expired or were not submitted, access may be limited until they are provided.
• Account activity that requires additional review. Certain activity may trigger a temporary restriction pending further investigation.

Some restrictions lift automatically once a review is complete. Others require action from you before access can be restored.

What to do

1. Check your dashboard. Log in to your Reap Direct dashboard and look for any banners or notices at the top of the page. These will describe what has been restricted and whether any action is required from you.
2. Check your email. Look for any message from Reap at the email address linked to your account. Requests for documents or information are sent by email. If you do not see anything in your inbox, check your spam or junk folder.
3. Respond to any requests. If Reap has asked for documents or information, respond as quickly as possible. Reply directly to the email or follow the instructions in the message. Where possible, include all requested items in a single reply - incomplete responses can slow down the review.
4. Contact support if needed. If there are no banners on your dashboard and no emails from Reap, reach out to the Reap support team. Let them know your account is restricted and ask what is needed to restore access. See Know who to talk to @ Reap.

Frequently Asked Questions

How long will my account be restricted?

There is no fixed timeline. Restrictions linked to a compliance review will lift once the review is complete. If you have been asked to provide documents or information, access is typically restored once Reap has received and processed everything requested. Responding quickly will help speed up the process.

Will I be notified when my account is unrestricted?

Yes. Reap will contact you via the email address linked to your account. You can also check your dashboard - banners and notices will be removed once the restriction has been lifted.

Can I still receive funds while my account is restricted?

This depends on the type of restriction applied. Contact the Reap support team to confirm what is and is not available while your account is under review.

I responded to Reap's request but my account is still restricted. What should I do?

If you have already submitted the required documents or information and your account has not been restored, contact the Reap support team and reference your previous correspondence. They will be able to check the status of your review.

Contact our Support Team

If you have questions or need assistance, contact our support team via the Live Chat in the Reap Dashboard (bottom right corner) or email us at hello@reap.global

For more information, visit Know who to talk to at Reap.