My account is 'Banned'
If you see a warning showing that your account has been closed to transactions, the reason may be a regulatory matter or a negative outcome of your verification application. In this case TRY and crypto transactions cannot be performed and the solution goes through Paribu Support.
Why was my account closed to transactions?
If your account was closed to transactions because of a regulatory matter, you see the title Your account has been suspended on the screen. If your identity verification application was not approved, the text you see is different: Your application was not approved. Both situations are resolved through support, but one requires an appeal and the other a new application.
Which text do you see on the screen?
The text you see lets you tell your situation apart:
| What you see on the screen | What it means | What you can do |
|---|---|---|
| Your account has been suspended — "Your account has been suspended due to regulatory reasons. Contact Paribu Support for more information." | Suspension due to a regulatory matter | Contact support and learn about your situation |
| Your account access is restricted — "Your transactions have been temporarily suspended due to a regulatory matter regarding your account." | Access restriction, temporary | Contact support |
| Your application was not approved — "Your identity verification application was rejected. Contact Paribu Support for details." | Verification application rejected | You can start the verification process again |
| Your account could not be verified — "The documents you submitted could not meet the account verification criteria." | The documents did not meet the criteria | Check that your documents are valid and apply again |
On the Wallet screen you may also see the Your application has been declined information banner and the Call support center button.
A suspended account is different from a locked account
- Locked account: Can be caused by the user (if you froze or locked it yourself) or by security. The lock can be removed through the live support chat. For this situation you can look at the My account is locked article
- Suspended account: The account being closed to transactions as a result of a regulatory matter. It cannot be removed by the user; the process runs through Paribu Support
What should you do?
If your account has been suspended, the only path is to contact Paribu Support. You can call the support line at 0850 303 60 00 or start the live support chat. Having your first and last name, the email address registered to your account, and your Turkish ID number ready before the call speeds up the process. The support team reviews your situation and, where possible, starts the resolution process.
If your verification application was not approved, you can start the verification process again. Check that your documents are valid before applying — for details, view the KYC could not be completed article.
Note: Suspension reasons cannot always be detailed for security reasons. The support team guides you according to your situation
If you see a review notice
If you see a review notice rather than a suspension on your account, it means your information is being checked; this is a temporary situation and should not be confused with the suspension process. For details, view the My account shows 'Under review' article.
Frequently asked questions
What happens to my assets when my account is suspended?
Your assets remain in your account but no transactions can be made. To learn the conditions for accessing your assets, you need to contact Paribu Support.
Can I appeal the suspension decision?
You can share your situation with Paribu Support. The support team reviews your record and, where possible, starts the resolution process.
My verification application was rejected, can I apply again?
Yes. If your application was not approved, you can start the verification process again. Before a new application, make sure your documents are valid and legible.
Can I open a new account?
The conditions for opening an account vary depending on your situation. Before creating a new account, it is recommended to contact Paribu Support and clarify your current situation.
Related articles
- My account shows 'Under review' — An account in the review process
- My account is locked — Resolving a locked account
- KYC could not be completed — Reasons verification does not conclude
- My account is verified but I cannot transact — Transaction issues on a verified account
- How do I verify my Paribu account? — KYC process and identity verification steps
Author:
Paribu