If you received an email or site notification that your account is frozen, it is because our automated fraud detection system has placed it under review. Frozen accounts cannot perform further bank transfers, Bitcoin withdrawals, or Bitcoin purchases.
In order to resolve this, please follow the directions in our automated emails or instructions provided by our fraud and client services team. Our fraud team may require further verification, such as a video chat or uploaded pictures of a selfie with your ID, if we determine that the identity proof you've provided is not sufficient.
Once your identity is verified, your funds will be unlocked and your Swan plan will be reactivated.
If you are unable to sufficiently prove your identity, or we have evidence of you using stolen or fake IDs, stolen bank accounts, engaging or intending to engage in ACH fraud using your own bank account, or any other reason at our discretion per our Terms of Service, Swan may terminate your account in accordance with our Terms of Use.
Any unconverted USD funds will be disbursed back to the ACH account that they came from following a hold of up to 60 days from deposit time to prevent ACH chargeback fraud. Any Bitcoin you have already purchased may be withdrawn following this holding time.
We take identity theft and fraud seriously and report them to the police.