Why do accounts get suspended?
We may suspend an account if we detect activity that violates our guidelines or compliance obligations. Common reasons include:
- Unusual activity on your account that requires investigation
- A payment issue (e.g. a chargeback or disputed transaction)
- A suspected account sharing or use by someone other than the account holder
- A compliance review required by financial regulations
- A violation of our Terms of Service (e.g. abuse of our promotion scheme)
Our community guidelines
To keep Taptap Send safe for everyone, all users must follow our community guidelines. The main rules are:
One account per person
Each Taptap Send account must be registered to and used by one individual only. Sharing your account with another person, or using someone else's account, is not permitted.
Phone number policy
Your account must be linked to a phone number that belongs to you and that you use personally. Registering with a phone number that isn't yours is not allowed.
Payment method policy
You must only use payment methods (bank accounts, cards) that belong to you. Using someone else's payment method, even with their permission, is not permitted.
Violations of these guidelines may result in suspension or, in serious cases, permanent suspension of your account.
What happens during a review?
Once your account is suspended, our team carries out a review. For straightforward cases this typically takes a few business days. The fastest way to resolve this is to contact us directly through the app. In most cases, if you're able to provide the information we need, our team should reactivate your account very quickly.
We may already have sent you a questionnaire by email. Please check your inbox, including your spam folder, and answer all the questions as fully as possible before getting in touch.
Can my account be permanently suspended?
Yes. If a review finds serious or repeated violations of our community guidelines or legal obligations, we may permanently suspend an account. If this happens, you'll be notified and any remaining funds will be returned to you.
What to do
- 1Check your email for a questionnaire: if we need more information to complete our review, we'll send you a questionnaire. If you've received one, please answer all the questions as fully as possible and provide the requested evidence. This helps us complete our review and may allow us to update our decision on your account.
- 2Contact us: if you haven't received a questionnaire and haven't heard from us, reach out through the app.
Still need help? Contact our support team through the app.