Q: Why has my Shakepay account been limited?
A: Shakepay takes compliance and fraud prevention seriously, and we use a variety of tools and techniques to monitor our platform and help make sure your account and your funds are safe. We may limit your account to conduct an internal investigation and reduce the possibility of fraudulent or scam-based activity.
Q: How can I remove the limits and unblock my account?
A: If your Shakepay account has been limited, please contact our customer support team for assistance and to request a review of your account. We’ll be happy to help get this resolved!
Follow these steps to contact support to unblock your account:
Open the Shakepay app and log in.
Click the Settings wheel at the bottom right.
Click Help.
Click Support Chat.
Click Send us a message.
Click Get Started.
Click My account is limited or Resolve the issue on my account.
Follow the steps and our support team will reply to help you unlock your account.
Our support team typically responds within 24 hours.
We do our best to accurately identify and mitigate risks, but sometimes, we make mistakes!
Q: How can I avoid triggering a compliance or fraud rule block on my Shakepay account?
A: The best way to avoid having your account limited is to use it only in accordance with our Terms of Use, always for legitimate and legal purposes.
We recommend only sending funds to your own wallet or to people you know and trust. If you’re unsure if a specific action or activity is supported, please reach out to support and we’ll be happy to assist.
Additionally, ensure you avoid buying cryptocurrency for others, refrain from transactions promising unrealistic returns, and validate entities or individuals before sending funds to safeguard your wallet.
Q: How long will my Shakepay account be limited?
A: The length of time that your Shakepay account will be limited depends on the reason for the limitation and the outcome of our review. In some cases, we may be able to lift the limitation quickly, while in other cases, it may take longer to resolve the issue. We appreciate your patience. Most account limitations are resolved within 24 hours. In specific scenarios, users receive an email notification confirming that limitations have been lifted once the designated timeframe ends. If the issue persists beyond the stated period, contact Shakepay Support for assistance.
Q: What is the difference between a limited account and a closed account on Shakepay?A: A limited account is subject to restrictions while Shakepay conducts reviews for security reasons, potentially allowing it to be restored based on the outcome. In contrast, a closed account is a final, non-negotiable decision by Shakepay, meaning the user cannot reopen it or create a new one. Shakepay reserves the right to take such actions under the guidelines outlined in its Customer Agreement.
Q: Why does Shakepay close user accounts?A: Account closures are based on Shakepay's confidential risk assessment and security measures. These policies are in place to ensure the safety and integrity of the platform and its users. Specific reasons for closures are not disclosed due to confidentiality protocols, as outlined in the Customer Agreement. If needed, you can review these policies at https://legal.shakepay.com/master.
Q: What should I do after my Shakepay account is closed?A: If your account is closed, we recommend using trusted and verifiable platforms for future cryptocurrency transactions. To safeguard your finances, avoid actions like using your funds to buy crypto for third parties, falling for high-return promises under time pressure, or working with unknown brokers you have met online. Additionally, perform transactions only with trusted entities or individuals to mitigate fraud risks.
A: The length of time that your Shakepay account will be limited depends on the
reason for the limitation and the outcome of our review. In some cases, we may be able to lift the limitation quickly, while in other cases, it may take longer to resolve the issue. We appreciate your patience. Temporary limitations might affect certain functionalities such as outgoing transactions, while permanent limitations result in account closure and inability to use Shakepay services. The distinction depends on the results of our review process. If your account remains operational but restricted, you can still withdraw funds by accessing the Shakepay app, converting cryptocurrency to CAD, and using the Interac e-Transfer option for withdrawals.