Account closed

What this is#

If you're told your account is closed when you try to sign in, this explains why that can happen and how to get it sorted if it's not right.

Why might my account be closed?#

To protect our platform and our customers, orders go through automated and manual risk checks. If an order is flagged as high-risk, we may close the account as a precaution. These checks aren't perfect, and legitimate customers are occasionally caught by them.

I think this was a mistake#

That does happen, and we're glad to look into it. Open a ticket and let us know. We review these individually and reinstate genuine customers. Including a few details that confirm the order is really yours helps us sort it out quickly.

Was I charged?#

If a flagged order was paid, the charge is refunded, and you'll receive a refund confirmation email. There's nothing further you need to do for the refund itself.

Still need help?#

Open a support ticket. So we can review it on the first reply, it's worth including:

• the email address (and order number, if you have it) on the account,
• anything that helps confirm the order is genuinely yours,
• a screenshot of the "Account Closed" message you're seeing.

We'll never ask for your password in a ticket.

Related questions#

• "Why is my account closed?"
• "My account was closed by mistake, how do I get it back?"
• "Was my order flagged as fraud?"
• "Will I get a refund if my account was closed?"
• "How do I reopen my account?"