Why is my account restricted and how do I resolve it?

Why is my account restricted? 

Unfortunately, we're not able to confirm the exact reason your Biscuit bank account has been restricted. While we'll only ever take this step in the best interests of our customers and in line with our terms and conditions, we appreciate that it can be frustrating, and we apologise for any inconvenience caused. 

What a restricted account means for you 

When your account is restricted, you may not be able to initiate payments out of your Biscuit bank account, pay into it, or manage your debit card in the app. You'll also have limited functionality available to you in the Zopa app. 

What happens next 

We'll review your account and get in touch as soon as we're able to with an update. 

What you can do while you wait 

Check the app and your email for messages from us – we may need extra information from you, and replying quickly helps us move faster.  

If we need documents from you, you’ll see a banner on your home screen in the Zopa app. Tap the banner to start the upload journey. 

Once we’ve received your documents, we’ll review them and get back to you with an update within 24 hours. 

Not happy with how your case has been handled? 

You can raise this through our complaints process.