Account blocked and balance frozen? Here is how to get to your money
A payment service, marketplace, or shop suddenly blocked your account, and your balance is stuck? Even if a provider may block an account: your balance belongs to you and must be paid out once permissible review or holding periods have passed.
Reach your next steps and the matching ready-made texts in just a few minutes, free of charge:
Demand a payout →Your chances of getting your money back
What you should do now
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1. Demand a reason
Demand in writing the reason for the block and its likely duration. You can question blanket references to 'security'.
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2. Demand a payout with a deadline
Demand the payout of your balance to your bank account within a reasonable deadline.
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3. Have documents ready
Keep proof of disputed transactions ready in case the provider has queries.
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4. Complaint / arbitration
If the provider does not respond, the competent arbitration body or legal pressure helps, depending on the service. Banking and payment services are also subject to the supervision of the BaFin.
Frequently asked questions
May PayPal or a shop simply block my account?
Blocks are permissible under the terms and conditions under certain conditions, and a balance may be held for a reasonable review period. However, retaining your money permanently is not permissible; demand a reason and a payout with a deadline.
How do I get to my frozen balance?
Demand the payout in writing with a deadline and demand the reason for the block. If that does not help, you can bring in an arbitration body or consider legal steps; for licensed payment services the BaFin is also a point of contact.
Take action now
We put together the ready-made texts and the right places to contact for you.
General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.