All you need to know if your account is under review
At ARQ, we work tirelessly to maintain a secure environment and protect our users. For this reason, some accounts may occasionally be reviewed. This typically happens when we need more information regarding the use of an account. Here’s everything you need to know and how to restore access.
What Does It Mean When an Account Is Under Review?
When your ARQ account is under review:
Operations like card payments, top-ups, and transfers will be temporarily suspended.
Your balance will remain secure during the process.
What documents might you be asked for during a review?
The exact documents depend on the reason for the review. Check the request you received and submit all indicated information. The most frequently requested documents are:
Proof of income source
You can submit, as applicable:
Recent pay stubs
Employment or service contracts
Tax returns or tax documentation that proves your income
Property sale and purchase agreements
Documentation related to inheritances
Invoices issued or income certifications, accompanied by bank statements showing corresponding deposits
A bank statement alone does not constitute valid proof of income. It can be used to support other documents when it allows verification of received deposits.
Proof of address
The document must show the address registered with ARQ. You can submit, for example:
A bank statement
A utility bill for electricity, water, gas, or internet
A landline or mobile phone bill
A certificate of residence issued by a competent authority
Depending on the case, we may also ask for a selfie holding your identity document, the reason why you opened your account, or documents related to specific transactions. Submit only clear, legible, and complete documents, following the instructions in the review request.
What Should You Do If Your Account Is Restricted?
Follow these recommendations:
Review the instructions:
Read the email sent by our team and follow the indicated steps.Provide the necessary documents:
Verify your identity or confirm specific transactions.
Update any expired documents, if required.
Upload clear and valid documents directly from the app.
Documents related to recent transactions:
Keep any proof requested by our team on hand.
What Happens with Your Balance?
Your balance is safe: It will remain protected while your account is under review.
Access restored quickly: Once the verification process is complete, you will have full access again.
Response Time
First response: Within 24 hours of your account being put under review.
Case resolution: In most cases, restrictions are lifted within 1 business day after receiving all necessary documentation.
If more time is needed, our compliance team will keep you informed.
What Happens If You Cannot Provide the Required Documentation?
If you do not provide the requested information:
Refund of your balance: Your balance will be sent to the bank accounts you used to top-up your ARQ account.
Permanent loss of access: You will no longer be able to use ARQ, as per our terms and conditions.
Pending Outgoing Transfers
If you made a transaction on the same day your account was placed under review:
Refund to balance: The transaction will be returned to your balance.
Retry later: You can restart the transaction once your account is restored.
