If Revolut has restricted your account and you can still open the app, go to Profile > Chats > Support. Follow any verification prompts there and submit only clear, valid, unexpired documents. If you cannot log in, Revolut’s UK support guidance lists [email protected] as an email fallback; customers elsewhere should check their local Revolut help centre because contact methods vary by market.
If support does not resolve the restriction, use Revolut’s formal complaint process. UK customers may then be able to refer an eligible complaint to the Financial Ombudsman Service, but that route depends on the Revolut entity, product and jurisdiction. A “frozen” account can mean a temporary restriction, a closure process or simply a login problem, so identify which situation you are facing before choosing a remedy.
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What a “frozen” Revolut account can mean
Revolut may describe a frozen account as restricted. That is not automatically the same as a closed account. A restriction can limit transfers, card use or other features while Revolut asks for information. Closure is a separate outcome, and a person who cannot sign in may be dealing with an access problem rather than a completed account review.
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- Closure: Revolut may begin closing an account if requested information is not provided. The notice period quoted on Revolut’s Italy help page is at least 60 days by email, but that is market-specific and concerns closure, not every temporary restriction.
- Login failure: You may be unable to reach in-app support even though the account has not been closed.
Read the exact notice in the app or email. Note whether it asks for identity, tax, source-of-funds or transaction information, and whether it gives a submission deadline. Do not assume that a restriction has a standard review period: the published guidance does not provide a universal resolution time.
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Use in-app support when you can access the app
For customers who can authenticate, the documented UK route is:
- Open the Revolut app.
- Open Profile.
- Select Chats.
- Choose Support.
Explain that the account is restricted, when the problem began, what message you received and what you need to do next. Keep the conversation in the authenticated support channel. If Revolut asks for documents, use the upload flow shown in the app rather than sending identity or financial records to a social-media account or an address supplied by an unverified person.
Revolut’s UK support article says its support team operates 24 hours a day, 365 days a year, and supports more than 100 languages. Those statements come from the UK help page; availability and contact options can differ for another country or Revolut entity.
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The same UK guidance describes secure calls initiated from the support chat. The entry point is described differently for Ultra and non-Ultra customers, so look for the call option presented in your own authenticated chat rather than relying on a generic phone number found online. A call is still a support interaction, not a way to bypass verification requirements.
If you cannot log in
When the app will not let you sign in, you cannot use its chat. Revolut’s UK support page states: “If you’re having trouble logging in to the app and can’t access the chat, you can contact us via email at [email protected].” Treat that as a UK-documented fallback, not a universal address for every country. Customers outside the UK should use the contact details in their local Revolut help centre.
Your email should help support locate the account without exposing unnecessary secrets. Include the name on the account, the phone number or email associated with it, the approximate time access stopped, the wording of any error or restriction notice, and the action you want taken. Do not email a password, one-time passcode, full card security code or an unredacted document unless the official channel specifically instructs you to do so.
Respond to a verification request correctly
Revolut’s restriction guidance gives incomplete identity verification, an unverified source of funds and outdated tax information as examples of reasons an account may be restricted. These are examples, not a diagnosis of your particular case. The notice you received and the instructions in your account control what you need to provide.
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Documents and information to prepare
- Use the in-app upload prompt whenever it is available.
- Provide documents that are clear, valid and unexpired; make sure all requested details are readable.
- Check that names, dates and addresses are consistent with the account information or explain any legitimate difference.
- Have recent transaction records available if Revolut asks you to verify activity or the source of funds.
- Submit every requested item before the stated deadline, keeping a copy of what you uploaded and when.
If you cannot access the upload prompt, ask the official support channel how to proceed. Do not send sensitive identity or financial documents to unofficial addresses, social accounts or a person claiming to be a Revolut agent.
What happens if you do not provide the information
Revolut says failure to provide requested information may lead to account closure. The Italy help page describes at least 60 days’ notice by email before closure in that context. That figure should not be treated as a promise that a temporary restriction will be lifted within 60 days, or as a rule for customers in other markets.
Choose the right contact route
Different channels serve different problems. Selecting the wrong one can slow a security investigation or leave you without a case record.
| Route | Use it for | Access and urgency |
|---|---|---|
| In-app support chat | Routine help with a restriction or account question | Use Profile > Chats > Support when you can log in; authenticated channel |
| In-app call | A secure conversation requested through support | Initiated from the support chat; entry point differs between Ultra and non-Ultra customers on the UK page |
| Email support | Contact when a UK customer cannot log in | [email protected] is listed by Revolut UK; check the local help centre elsewhere |
| Formal complaint | Documented dissatisfaction or an unresolved service problem | UK online complaint form or [email protected]; include the required case details |
| Fraud reporting | Suspected fraud, an unusual transaction or immediate account risk | Report promptly through in-app chat; UK complaint guidance also names [email protected] for suspected fraud |
| External dispute resolution | A complaint that remains unresolved after the relevant internal stage | Depends on country, entity, product and complaint stage; the Financial Ombudsman route described below is UK-specific |
Act immediately if fraud or an unusual transaction is involved
If the restriction followed an unfamiliar payment, suspected scam or other account-security risk, report it promptly through the in-app chat so Revolut can help secure the account. For UK customers, Revolut’s complaint guidance separately identifies [email protected] for suspected fraud.
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Fraud reporting is not a shortcut for an ordinary access restriction. Revolut warns that making a standard complaint may delay an investigation in an immediate fraud case. Secure the account through the urgent channel first, then use the complaint process for a service dispute if a separate complaint remains.
Write a support message that gets to the issue
Revolut does not prescribe a universal format for an initial support message, but a concise factual summary makes the case easier to route. State:
- What changed: for example, a card payment failed, transfers were disabled or the app displayed a restriction notice.
- When it began, including your time zone if the timing matters.
- The exact wording of the notice, if available.
- Any information or document Revolut has requested and whether you have submitted it.
- The practical outcome you need, such as instructions for completing verification or restoring a specific feature.
Attach only what the official channel requests. Save screenshots of notices, upload confirmations and case numbers. Keep a dated log of replies, deadlines and documents; it is useful if you later make a formal complaint.
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Prepare a complete case record
Before sending a message, gather the details that let support distinguish an account restriction from a single failed card payment or a technical login error. Record the first date and approximate time of the problem, the affected feature, the exact on-screen wording and whether other services still work. If a transfer, card payment or cash withdrawal is involved, note the amount and date from your own records, but do not include information that the official channel has not requested.
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Keep copies of every notice, email, uploaded file and confirmation screen. If the app assigns a conversation or case reference, save it and quote it in later messages instead of opening several unrelated chats. A single chronological record shows what Revolut requested, what you supplied and which question remains unanswered.
Check the notice before choosing a remedy
A message asking for identity or source-of-funds evidence calls for verification, not an external dispute immediately. A notice saying information is missing may include a deadline; follow that deadline even if you also ask support for clarification. A closure notice is different from a temporary limitation, and its terms may depend on the country whose Revolut entity provides your service. If you only cannot sign in, use the official login-support route first rather than assuming the account has been closed.
Do not infer the reason for a review from a failed payment alone. Revolut’s examples include incomplete identity verification, an unverified source of funds and outdated tax information, but only the instructions attached to your case tell you what to submit. Support guidance also does not promise that every internal-review detail will be disclosed.
Make a formal complaint in the UK if support does not resolve it
UK customers can complain through Revolut’s online complaint form or by emailing [email protected]. The complaint should include the details Revolut requests:
- Your name.
- The phone number and email address associated with the account.
- A clear explanation of the problem.
- The date the problem started.
- Your preferred resolution.
Describe the restriction and your previous support contact in chronological order. Say whether you supplied the requested information, identify anything still outstanding and explain the practical impact, such as being unable to access funds or make a necessary payment. Keep the requested resolution specific; for example, ask for the verification steps needed or a written explanation of the available next action, rather than demanding an outcome Revolut may not be able to provide.
Revolut says it sends a written acknowledgement containing an estimated response time. The time required to resolve a complaint varies with the product provider and the issue, so that estimate is not an account-review guarantee. Preserve the acknowledgement and all subsequent correspondence.
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Understand UK external escalation
Before escalating outside Revolut, identify the entity providing your service. Revolut’s complaint guidance says the appropriate external authority can vary by entity and product. A route that applies to Revolut Bank UK does not automatically apply to a customer served by another Revolut company or in another country.
For complaints concerning Revolut Bank UK, Revolut says the Financial Ombudsman Service may be approached if you are dissatisfied with Revolut’s final response or if the complaint has not been resolved within eight weeks. The eight-week threshold is a complaint-handling point, not an estimate for lifting a restriction or completing a review.
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Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Common mistakes that make a restriction harder to resolve
- Using a public phone number found in a search result: Start with the authenticated app route or the official local help centre.
- Sending documents to an unofficial contact: Upload through the in-app prompt or confirm the approved fallback channel first.
- Submitting an expired or unreadable document: Check validity, image quality and all requested pages before uploading.
- Ignoring a deadline: A missed request can lead to further restrictions or closure proceedings.
- Opening duplicate complaints for the same issue: Keep one clear case record unless support directs you to a different channel.
- Using a standard complaint for an active fraud incident: Report suspected fraud through the urgent route first.
- Assuming the reason must be disclosed immediately: The published guidance explains possible information requests but does not promise that support will reveal every detail of a review.
- Assuming the UK rules apply everywhere: Entity, country and product determine the available contacts and escalation authority.
A practical decision path
- Can you log in? If yes, open Profile > Chats > Support. If no, use the official local fallback; UK guidance lists [email protected].
- Is there a fraud or scam concern? Report it immediately through in-app chat; UK customers can also use [email protected] as identified in the complaint guidance.
- Did Revolut request information? Follow the in-app instructions and provide clear, valid, unexpired documents plus recent transaction records if requested.
- Did you receive a closure notice? Check its market-specific terms and deadline. The Italy page’s at-least-60-day notice is not a universal freeze rule.
- Is the service problem still unresolved? UK customers can file a formal complaint with the online form or [email protected], including the required identity, timeline and preferred-resolution details.
- Are you considering an external authority? Confirm the Revolut entity and product first. The eight-week Financial Ombudsman path described by Revolut is for eligible Revolut Bank UK complaints.
What you can reasonably expect
You can expect support to tell you what action or information is needed through the channel appropriate to your account and market. You cannot infer a guaranteed review duration, restoration date or disclosure of every internal-review reason from the published guidance. The most useful steps are prompt, accurate document submission, a complete record of communications and escalation through the correct complaint authority when the internal process has failed.
For most customers, the sequence is straightforward: authenticated in-app support first, official email only when the app is inaccessible, urgent fraud reporting when security is at risk, and a formal complaint when ordinary support has not resolved the problem. Keep the jurisdiction-specific limits in view at every stage.
Frequently Asked Questions
How do I contact Revolut if my account is frozen?
If you can log in, open Profile, then Chats, then Support. If you cannot access the app, Revolut UK lists [email protected]; customers elsewhere should use their local Revolut help centre.
What documents might Revolut request for a restriction?
Examples include identity documents, source-of-funds evidence, tax information and recent transaction records. Submit only clear, valid, unexpired documents through the official in-app upload prompt or the approved local fallback.
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How long does a Revolut account review take?
There is no universal review or restoration time in the published guidance. A complaint acknowledgement may include an estimated response time, but that is not a guarantee for lifting an account restriction.
What if I cannot log in to the Revolut app?
Use the official support contact for your market. Revolut UK specifically lists [email protected] for customers who cannot access in-app chat.
Should I file a complaint if I suspect fraud?
Report suspected fraud or an unusual transaction promptly through in-app chat. UK guidance also names [email protected]. Revolut warns that a standard complaint can delay an urgent fraud investigation.
How do I make a formal Revolut complaint in the UK?
Use Revolut’s online complaint form or email [email protected]. Include your name, associated phone number and email, a description of the problem, the start date and your preferred resolution.
Can I take a frozen-account complaint to the Financial Ombudsman Service?
For eligible complaints concerning Revolut Bank UK, Revolut says this may be possible after a final response or when the complaint has remained unresolved for eight weeks. Other entities and countries have different authorities and rules.
Does a 60-day notice mean my temporary restriction will be removed within 60 days?
No. The at-least-60-day notice described on Revolut’s Italy page concerns possible account closure after requested information is not provided. It is not a universal deadline for temporary restrictions or other markets.
The Bottom Line
Start with Profile > Chats > Support when you can log in, follow verification instructions with clear, unexpired documents, and use only official channels. If access remains blocked, UK customers can email [email protected]; use the local help centre elsewhere. Report suspected fraud separately and urgently. If ordinary support fails, make a detailed complaint and confirm the correct Revolut entity before considering external escalation.
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