Why was an account holder suspended?

As required by payment industry regulations, account holders must pass verification checks to process and pay out funds. The required information needs to  be verified within a deadline.


If the information is not sent to Adyen within 30 days after request, the account holder status will be changed to inactive and the payouts will be temporarily disabled. You can still update the account holder data to proceed with the verification. 


Please note that 42 days after the account holder status was set to Inactive, the account holder status will be Suspended. Upon suspension, the available balance of the account holder will be refunded and updating account holder information is no longer possible. 


When an account holder is suspended, make sure to hide or remove the account holder from your platform to prevent processing of funds.


You can unsuspend an account holder, which will change their status from Suspended to Inactive, allowing you to update their information and continue with the verification. An account holder can be unsuspended via the Customer Area or by making an API request, please find more information on this in our docs. Unsuspending them resets the deadline, so they have 42 more days to provide information before they are suspended again. Account holders can be unsuspended as many times as needed. 


Please note that account holders can only be unsuspended if they did not fail any verification checks. A check status is set to FAILED, when Adyen has performed the check but found reasons to refuse working with this entity.

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