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What can put my account on hold? (account triggers)

Reasons that can cause your account to be on hold and what to do.

To keep accounts safe, our system watches for unusual activity. When it sees one of the patterns below, it puts the account on hold for a check. We call these patterns "triggers".

An account on hold can still log in and see its balance. It can't sell, buy, withdraw, convert, pay bills or redeem gift codes until the hold ends. Your money stays in your wallet. To see what to do now, read "Why can't I sell, withdraw or pay? ('User action failed')".

Triggers

  1. Rejected gift card trades. Several of your trades are rejected in a short time. Every rejection counts, whatever the reason. This includes duplicate cards and trades with missing photos.

  2. Gift card purchases. Many gift card purchases in a short time.

  3. Nosh gift code redemptions. Many gift codes redeemed in a short time.

  4. Bank deposits. Many transfers into your Nosh account number in a short time. Deposits that are on hold don't count. While the account is on hold, withdrawals and purchases won't go through.

  5. Naira withdrawals. Many Naira withdrawals in a short time.

  6. Bill payments. Many payments of the same bill type in a short time, for example many airtime purchases. Failed payments count too.

  7. Old crypto address. A crypto deposit to one of your old Nosh wallet addresses.

  8. Wrong PIN. A wrong withdrawal PIN entered 4 times. You can unlock this yourself by resetting your PIN.

  9. Team review. Our team can put an account on hold to check it.

The exact limits for each trigger are set by our team and can change.

How to avoid a hold

  • Buy several cards in one order. Choose a higher quantity instead of placing many orders.

  • Send larger amounts less often. Avoid many small deposits and withdrawals.

  • Check each gift card before you upload it. Don't upload the same card twice.

  • After you submit a trade, check that your photos show on the trade in History.

  • Send crypto only to the addresses that Crypto Wallets shows today.

  • If you forget your PIN, reset it. Don't guess.

Is this the same as a suspended account?

No. A suspended account can't log in at all. See "Why can't I log in? (account suspended)".

If we need anything from you during the check, we'll contact you. You can also chat with us in the app (Settings > Help & Support > Live Chat).

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