For a lot of Nigerians using fintechs, having your account frozen can be frustrating, especially if you’ve moved all your funds to digital banks because of their reliability and convenience. If you use PalmPay, we’ll break down why your account can be frozen or suspended, how to recover access, and what steps to take if you’ve been flagged for fraud or BVN issues.
Why Is My PalmPay Account Frozen or Suspended?
A frozen PalmPay account means your access to transactions is temporarily restricted. It can happen for several reasons:
Fraud Suspicion
PalmPay may freeze your account to investigate suspicious activities, even if you’re the victim. This helps protect your funds and prevent further unauthorized transactions.
Compromised Login or Unusual Device Access
If PalmPay detects logins from unknown devices or locations, your account may be suspended for safety.
Fraudulent Transfer Received
Accounts receiving money linked to fraudulent sources are flagged. In these cases, the suspicious amount is frozen, not your full balance.
BVN Watchlist or External Bank Report
If your BVN is blacklisted or reported by another bank, PalmPay may restrict your account until the issue is resolved at the source.
High-Risk POS Activity
If you’re a PalmPay agent or have frequent inflows, unusual patterns may trigger a temporary block, especially if a fraudster uses your account without your knowledge.
What to Do If Your PalmPay Account Is Suspended
If you’re wondering how to recover your PalmPay account or how to unfreeze your account, follow these steps:
Contact PalmPay Customer Support
Use the in-app help center or call the official support line. This should be your first move.
Verify Your Identity
Be ready to update your login credentials and verify your identity for security reasons.
Explain Any Suspicious Inflows
Provide proof of payment, receipts, or details explaining where the money came from and its purpose.
Clear BVN Issues with Reporting Bank
If your BVN is flagged, resolve the matter with the bank that reported it. PalmPay will lift the suspension once that institution confirms you’re cleared.
Submit POS Agent Credentials (If Applicable)
If you’re an agent, show proof of business (e.g. POS terminal ID, agency certificate).
How Long Does It Take to Unfreeze a PalmPay Account?
It depends on the nature of the issue. Security-based restrictions may be lifted in hours, while BVN-related disputes could take a few days depending on third-party confirmation.
How to Avoid Your PalmPay Account Being Suspended Again
Don’t share your login credentials; Avoid receiving money from unknown or suspicious sources; Regularly update your password and PIN; Use only your registered devices to access your account; Respond promptly to any PalmPay alerts.
In summary, if you get notified about your account being suspended or you’re seeing messages like “Why is my PalmPay account frozen?”, don’t panic. It’s usually a security measure and can be resolved by contacting support and providing the necessary information.
