Why is My Account Suspended?

Modified on Wed, 15 Apr at 9:10 AM

Having your account suspended can feel stressful, but in most cases it can be resolved quickly once the issue is addressed. This article explains why suspensions happen and what steps to take to restore your account.

How will you know your account is suspended?

You will be notified of a suspension in one of two ways:

You will receive an email or text message stating that your account has been suspended.
You will see a suspension banner when you log in to your MYbOnline account.

The MYbOnline account dashboard showing a red suspension banner at the top of the page.

What causes an account to be suspended?

Accounts are typically suspended for one of two reasons:

Failed payments — your Direct Debit payment has not been collected successfully.
Identity verification failure (KYC) — your identity could not be confirmed through the KYC check.

Failed payments

First payment failure

If your first scheduled Direct Debit payment fails, your account will be suspended automatically. This typically happens when the bank details provided are incorrect or when there are insufficient funds at the time of collection.

History of failed payments

If there is a pattern of failed payments on your account, this may also result in a suspension. This can occur when:

Multiple Direct Debit collections have been returned unpaid.
A previous payment arrangement has not been honoured.

To resolve a payment-related suspension, contact the bOnline support team through Live Chat or WhatsApp to arrange payment and have your account reinstated.

Identity verification failure (KYC)

KYC (Know Your Customer) is a compliance check used to confirm your identity. During this process, bOnline will send you a link where you verify your identity by uploading a copy of your ID document (such as a passport or driving licence).

If the KYC check fails, your account will be suspended until verification is completed. Common reasons for KYC failure include:

The uploaded ID document was unclear or expired.
The details on the ID did not match the information provided during sign-up.
The verification link expired before it was completed.

Please note: After completing ID verification, it can take up to 5 minutes for your service to go live.

What to do if you have failed KYC

Contact the bOnline support team through Live Chat (available on the right-hand side of this page) or via WhatsApp. The team will guide you through the verification process and help restore your account.