Account recovery
If your account has been locked or restricted, it means a violation was detected. Here is what that means and what you can do next.
Being locked out is not accidental
We always notify you before any restriction is applied to your account. If your account has been locked, frozen, or banned, it is because a violation was detected and you were informed in advance. This page explains the possible reasons and what you can do.
Why your account may be restricted
Terms of Service violation
Your account activity was found to be in breach of our Terms of Service. You would have received a warning email before any action was taken.
Fraud or suspicious activity
Our systems or a user report flagged your account for fraudulent or suspicious behavior. An investigation was conducted before the restriction.
Misuse of received funds
Spending or transferring funds that were not intentionally sent to you is a violation. You were notified of the incoming report before action was taken.
Permanent ban
In severe cases, accounts are permanently banned and reported to all partner platforms we are connected with. This decision is final and follows a full investigation.
What to do based on your situation
Account temporarily locked
Check the email we sent you. It will contain the specific reason and the steps required to resolve the lock. In most cases, you will need to verify your identity or acknowledge the violation before access is restored.
Reset your passwordAccount frozen due to fraud investigation
Your account has been frozen while an investigation is ongoing. Do not attempt to create a new account. Wait for our team to contact you with the outcome. If you have evidence that supports your case, you may submit it via email.
Submit evidenceAccount restricted for fund misuse
If your account was restricted due to spending unexpected funds, review the Unexpected Money Received page for full context. You may submit a formal appeal with supporting information.
View unexpected funds guideAccount permanently banned
A permanent ban is issued after a thorough investigation confirms a serious or repeated violation. This decision is final. Your details may have been shared with partner platforms. No further access will be granted.
Still need to contact us?
If you have reviewed the above and still need to reach our team, you can email us directly. Please include your account details and a clear description of your situation.
We aim to respond within 36 to 48 hours. Response times may vary during high-volume periods.
support@rutowallet.com