In a nutshell
 
In order to protect Yuhsers and fight financial crime, Yuh may temporarily freeze accounts when suspicious activity or compliance issues arise. Here’s the lowdown on why this happens and what you can do about it.

Blocked and confused? Here’s why we freeze accounts

We get it. Having your account suspended can feel like a slap in the face – it’s frustrating, stressful and just plain annoying. But we don’t do it to ruin your day. As a financial app backed by Swissquote and PostFinance, we have a legal responsibility to protect your money and fight financial crime. Let’s find out why we sometimes have to put your account on hold, how the face-slapping plays a role, and what you can expect during this process.

Top reasons Yuh freezes accounts: compliance, suspicious activity & fraud

1. We need to know more about you
(KYC* – Know Your Customer):

When you sign up, or when you have a certain amount of money in your account, we may need additional information from you. This is to comply with Swiss law (hello, money laundering and insider trading regulations). If we don’t receive what we need in due time, your account could be locked. We know it’s a hassle, but it’s all about keeping the financial system clean and your account secure.

2. Suspicious activity & unusual transactions:

If our systems detect suspicious activities – like transactions that don’t fit your usual pattern – we may have to put your account on hold. Unusual activity raises flags, and our dedicated anti-money laundering teams and sophisticated automated systems keep a close eye on this sort of thing. If something doesn’t look right, we have to act – just in case.

3. Fraud detection – Stopping criminals in their tracks:

Fraud detection is a key part of how we protect your account. If we detect suspicious or fraudulent activity, we may need to temporarily freeze the account to prevent further transfers and stop potential criminal actions in their tracks, keeping your funds safe. Want to dive deeper? Check out our dedicated article on fraud detection for more insights.

When things go wrong: What to do if you’re wrongly flagged

While we strive for accuracy, mistakes can happen despite our best efforts. Our systems and teams are dedicated to protecting your account, but no system is perfect, and sometimes legitimate customers are mistakenly flagged as potential fraudsters due to ambiguous information or unusual patterns. If this happens, we may need additional details to clarify the situation, and we may ask you for more information. We often have to make judgements based on the data we have, but rest assured we’re committed to resolving any issues and correcting any errors quickly.

The bottom line: Account freezes aren’t fun, but essential

Account freezes can be annoying, but they play a vital role in keeping your money – and everyone else’s – safe. Financial crime is constantly evolving, and as a financial app, it’s our responsibility to stay vigilant and fight back. If your account is ever suspended, remember that it’s part of a bigger mission: protecting Yuhsers, preventing fraud, and maintaining a clean financial system.
 
If you have any questions or concerns, our Customer Care team is here to help, although for legal reasons they may not always have all the answers during a suspension. Rest assured that these measures are in place to protect you in the long run, and our teams will work together to quickly resolve any issues.
*KYC (Know Your Customer Level) is an enhanced verification process required by banking regulations where we collect additional information from you to meet regulatory requirements, such as verifying the source of funds and ensuring the legal use of the account. This extra layer of verification helps prevent financial crimes such as money laundering and insider trading, keeping your account and the financial system safe.