What to do if my account has been restricted or blocked?

At myTU, protecting your funds and maintaining a secure financial environment is our highest priority. As a licensed Electronic Money Institution, we are subject to strict regulatory requirements and safety standards.

Occasionally, we may place a temporary restriction on an account or a specific service (such as card payments or transfers). If this happens, please review the information below on why this occurs and what steps you should take.

Why is my account restricted?

Account restrictions are usually temporary administrative or security measures. Common reasons include:

• Security Safeguards: Suspicious device logins, unusual location activity, or protecting your account from potential unauthorized access.
• Routine Information Updates: Statutory requirements (Know Your Customer / Due Diligence) require us to periodically update your personal or business details, identity documents, or transaction information.
• Pending Information Request: Additional documentation or clarification is required to verify a specific transfer or transaction.
• Terms & Conditions Compliance: Ensuring account activity complies with our General Terms & Conditions.

What happens next?

1. Check Your In-App Messages & Email:
   If action is needed from your end, our team will reach out directly through the myTU app notification center or via the official email address registered to your account.
2. Review Any Requested Documents:
   If we have sent a Request for Information (RFI), follow the provided instructions to upload or submit the requested documents (e.g., updated ID card/passport, proof of address, or supporting transaction details).

How to help us resolve this quickly

To ensure your review is processed as fast as possible, please follow these guidelines:

• ✅ Provide Clear Documents: Ensure all uploaded documents are fully visible, clear, legible, and unedited.
• 🛑 Avoid Submitting Multiple Inquiries (Spamming):
  Sending multiple emails or opening several support tickets about the same issue creates duplicate requests in our queue. This does not speed up the process and actually causes delays for our team when reviewing your case.
• ⏱️ Allow Time for Review: Reviews are handled in order of receipt. Simple verification updates are resolved quickly, while complex document reviews may take additional time.

Need to contact us?

If you have not received a notification in the app after 24–48 hours, or if you need to submit requested documentation directly, you can reach out through our official channels:

• In-App Support: Go to your profile settings in the myTU app to send us a direct message.
• Compliance & Monitoring Email: monitoring@travelunion.eu or support@mytu.co

Note: Please ensure you always email us from the email address registered to your myTU account so we can locate your record quickly.