If your Thndr account has been restricted, some actions on the app may be temporarily unavailable. Restrictions are usually applied to protect your account, meet regulatory requirements, or request updated information.
In most cases, restrictions can be resolved quickly once the required action is completed.
This article covers:
What is an account restriction
How you'll know your account is restricted
Common reasons for restrictions
What actions may be affected
How to remove a restriction
What is an Account Restriction
An account restriction means one or more actions on your account have been temporarily limited.
Restrictions are not full account blocks. Depending on the reason, only certain actions may be affected, while the rest of your account continues to work normally.
For example, you may still be able to log in and view your portfolio, but be unable to withdraw funds or place new orders.
There is no fixed timeline for how long a restriction may remain in place. In most cases, it is lifted as soon as you complete the required action or our internal review is finished.
How Will I Know if My Account is Restricted
You won't receive an alert beforehand. Instead, you'll see a notification at the bottom of your screen when you attempt a restricted action.
The message shown in-app will explain what action is unavailable. This is your signal to check what's needed to resolve it.
If you're unsure why your account has been restricted, reach out to Support through the in-app chat, and we'll help you understand the situation and next steps.
Common Reasons for Account Restrictions
Reason | Description |
Expired Documents | Your National ID or other required documentation has expired and needs updating. |
Suspicious or Unusual Activity | Precautionary holds may be triggered by unusual account activity to help protect your funds. In these cases, a temporary restriction may be applied while a review or investigation takes place. |
Regulatory Requirements | Instructions from financial authorities or legal compliance mandates. |
Impacted Actions
Depending on the specific hold, you may be unable to:
Top up your account: Deposits to your Thndr wallet may be blocked.
Access cash: Withdrawals could be temporarily paused.
Trade: You may be restricted from placing new Buy or Sell orders.
How to Remove the Restriction
The path to resolution depends on why the restriction was placed:
If it’s an expired document:
You can usually fix this directly in the app.
Navigate to My Hub, then tap My Documents
Upload a clear, valid photo of your updated ID.
Once our team reviews and approves the document, the restriction will be lifted automatically.
For All Other Cases:
If the restriction reason isn't related to documentation, you must contact Support.
Open the in-app chat.
Our team will explain the specific cause and guide you through the necessary steps to restore full access.
Need More Help?
We understand that account restrictions can be frustrating, but they are a vital part of keeping your investments safe and our platform compliant. Most issues are resolved within 2 working days of submitting the required information.
If you have questions that weren't covered here, our support team is available via the in-app chat to help you get back to trading.