Why was my account restricted?

There are a few scenarios where your Onboard account features may be restricted. Here's what they are and how to resolve them.

Too many cancelled deposit attempts

If you cancel 3 or more cash deposit attempts within 24 hours — including card, Trading Wallet or DeFi Wallet fundings via local currency (NGN, IDR, etc) — your local currency deposit features are temporarily restricted.

This lifts automatically after 24 hours. During this time, you can still:

• Deposit into your Cash balance (stablecoins, NGN, USD, GBP, EUR)
• Fund your card, Trading Wallet, or DeFi Wallet using stablecoins or internal balances
• Spend, withdraw, and transact as normal

Policy or account issue

In more serious cases, your account may be restricted due to a policy or compliance review. This can affect:

• Cash Balance — deposits and withdrawals blocked
• Cards — frozen, can't fund, withdraw, or transact
• Funding across other balances may also be blocked

If this applies to you, contact support with your Boardpass. We'll explain what's happening and what options are available.

What should I do?

• If your deposits were restricted due to cancellations, wait 24 hours and try again
• For all other restrictions, contact support — we're here to help

We restrict features only when necessary to protect our users and platform.

Updated on: 21/04/2026