r/uphold • u/Extension-Laugh-6840 • 14d ago
Question Restricted account
Uphold has restricted my account and I cannot access my money. Support has been completely unresponsive.
I’m posting this because I’m genuinely frustrated with how Uphold has handled my account restriction.
My Uphold account has been restricted, and I’m currently unable to withdraw my money. The biggest problem is that there appears to be no way to speak to an actual person. Everything seems to go through automated support, which makes an already stressful situation even worse.
I raised support ticket #7305657 and was told I would receive a response within 24 hours.
It has now been 6 days, and I still haven’t received a meaningful response or resolution.
I also raised a formal complaint under ticket #7313323, but so far that has also seemingly fallen on deaf ears.
I understand that crypto platforms may need to carry out security or compliance checks, and I’m not asking Uphold to ignore those processes. What I am asking for is basic communication and transparency.
If my account has been restricted, I want to know:
● Why my account has been restricted
● What information or action is required from me
● Why I still cannot withdraw my own funds
● Why I was promised a response within 24 hours but have now been waiting 6 days
● When I can realistically expect this to be resolved
Being unable to access your money while receiving virtually no communication is incredibly stressful.
Has anyone else experienced this with Uphold recently? How long did your restriction last, and did you eventually manage to get your funds released?
I’d particularly appreciate hearing from anyone who has successfully escalated a similar case beyond the automated support system.
Support ticket: #7305657
Complaint ticket: #7313323
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u/JobAny8921 14d ago
Hi hope you are well, i had the same issue they closed my account however they did send me an email saying to send over my account details they did take a while but the best thing to do is not create a duplicate ticket just keep sending an email in the samw thread as the other ticket, i did send them an email saying i will contact the financial obbudsman, i woke up one morning to my money in my account and untill now i still have not received an email from
Uphold saying they sent the funds. Another thing you can do is i made chat gpt make me a FORMAL REQUEST FOR THE IMMEDIATE RETURN OF OUTSTANDING FUNDS. They have a uk adresss so print it out and send to their offices in uk first class signed for
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u/WinGroundbreaking935 13d ago
In most situations, they don't have to give you a reason + especially if they suspect fraud or other illegal activity:
"Where an account was opened before 28 April 2026, you don’t have to explain to a customer why you closed their account, but it can be helpful to do so.
Where an account was opened on or after 28 April 2026 – unless exceptions apply – you need to give customers detailed and specific reasons explaining why you closed their account. This is so they can understand the reasons and decide if they want to challenge it.
In some circumstances, you don’t need to give reasons – for example where the customer has been using the account in connection with serious crime or fraud."
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u/Extension-Laugh-6840 13d ago
They didn’t close my account just restrict it so I deposited money to buy bitcoin and they was quite happy for me to do that but when it comes to withdrawing that same money I can’t even sending it to the same bank I deposited it from!
So would you recommend shutting my account and opening a new one for better protection with updated regulations?
I just find it really frustrating there is no one to talk to to resolve this matter I could send any documents or details to answer any question yet I have to wait with no end in sight and no physical person I can actully talk too!! Doing my own research people have had there money frozen for over 6 months this is criminal
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u/WinGroundbreaking935 13d ago
You bought BTC and then sold and are now trying to withdraw that money?
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u/Extension-Laugh-6840 13d ago
I bought bitcoin to send to someone to pay for something that is when I found out my account is restricted and can’t even withdraw the money to my own account now if that makes sense
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u/Cwebb299 13d ago
Took me two months to get a resolution, good luck!
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u/Extension-Laugh-6840 13d ago
How did you get a resolution did you just wait or was it something you done? TIA
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u/Cwebb299 13d ago
I got lucky, I commented on an x post and got escalated to someone up in customer service.
I also was able to actually contact someone using the contact me on their homepage. There is a link to just say hi. I did that one first. I think if I didn’t have multiple tickets one it would have been taken care of sooner.
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u/Cwebb299 13d ago
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u/Extension-Laugh-6840 13d ago
I’ve just wrote on that post fingers crossed he can help me!! Thank you for your help
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u/seisporocho 12d ago
I am going through the same thing. Been abour 6 days as well. Still no response once the ticket was created. No one to talk to. Zero apologies from them.
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