Why might N26 restrict my account?


As a bank we periodically have to run reviews on our customers’ accounts. We do this to meet legal requirements and keep everyone’s money safe, including yours.

The majority of these checks happen behind the scenes and are completed very quickly. On occasion a review may take longer, during which time your account might be temporarily unavailable while we complete our mandatory verification. When your account is restricted you can’t use some account features. 


These reviews are entirely legal - and regulated by PSD2, a European regulation for electronic payment services. 

These reviews are done first and foremost to keep your money safe. A review doesn't necessarily mean there's a problem — it’s a standard procedure to make sure your account is secure.

Due to strict legal confidentiality and security obligations, we cannot share the specific internal reason why your account is currently restricted. However, reviews typically occur for one of the following reasons:

• To make sure that only you are using the account. For example, if we detect a login from an unusual location or a new device, we may pause activity to confirm it's really you. 
• To stop potential fraud or unauthorized use. This might occur if there is a sudden change in spending patterns or a transaction that doesn't match your usual profile.
• To fulfill our ongoing duties as a licensed financial institution to monitor for irregular activity and ensure all transactions align with banking standards.

You can check all the reasons we can restrict accounts in our Terms & policy.

The majority of the time they are done very quickly and without you even noticing they have happened. Sometimes they take longer, and during this time you won’t be able to use some account features. If it takes longer, it does not automatically mean something is wrong. It simply means we are performing a standard audit required by our internal risk policies.

The process follows these steps:

• Our security system flags an issue, such as an activity that requires a closer look. This could be triggered by a transfer where we need further clarification or other missing information, for example.
• Our dedicated team looks into it, and a human specialist reviews the case to ensure everything is correct. They look at the context of the activity to protect you from potential errors or threats to your account.
• The resolution: if our team confirms that the activity is authorized and secure, your account functionality is returned to normal.

This usually takes up to 3 working days.

We might need more information or documents from you to finish our checks. We’ll reach out in Messages from N26 if we need you to upload further information or additional documents such as a payslip or an invoice to verify a specific transaction.

In some cases, we might need 7 extra days. This usually happens when we need to coordinate with external banking partners or perform more complex verifications.

If we determine that an account cannot be maintained under our risk management policies or obligations, we may decide to close the account. You will be notified in the app and be provided with instructions.

You can take these proactive steps to help ensure your account remains active and secure:

• Keep your information up to date: ensure your tax information and government-issued ID are updated in the app.
• Provide context: if you expect a significantly larger transfer than usual, keep supporting documentation (like a sales contract or payslip) ready in case we need to verify the source of funds.
• Use security features: enable biometric login and stay alert to any unexpected pairing requests or security notifications.