KOHO Account Locked? Here's Why (and How to Fix It)

It is a stressful moment. You go to pay for groceries, and your card is declined. You open the app, and you see a message: “Account Locked.”

Frustration sets in. Why did this happen? Is my money gone?

First, take a deep breath. Your money is safe. An account lock is almost always a security measure designed to protect you, not punish you.

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Common Reasons for Account Locks

KOHO’s fraud detection algorithms are sensitive. Here are the most common triggers:

1. Velocity Limits

You made too many transactions in a short period.

Example: You bought gas, then coffee, then groceries, then online shopping—all in one hour. The system might think your card was stolen and is being “drained.”

2. Unusual Location

You live in Toronto, but suddenly a transaction pops up in Vietnam.

Fix: Always notify KOHO (or any bank) if you are traveling, or ensure your location services are on so they know it’s you.

3. Large E-Transfers

You just signed up and immediately loaded $3,000 via e-transfer.

To prevent money laundering, new accounts often have stricter limits until they are “aged” and verified.

4. Verification Issues

Sometimes, the automated identity check needs a human review. They might need a clearer photo of your ID.

How to Fix It

Check Your Email: KOHO usually sends an email immediately explaining why the lock happened and what they need from you.
In-App Chat: Open the app and start a chat with support.
- Tip: If you are on the Extra or Everything plan, you get Priority Support, which can speed this up.
Provide Documents: If they ask for a selfie with your ID, provide it quickly. This is standard anti-fraud procedure.

Prevention Tips

Verify Identity Early: Make sure your account is fully verified when you sign up.
Warm Up the Account: Don’t load thousands of dollars on day one. Start small.
Keep Info Updated: Ensure your phone number and address are current.

Conclusion

A locked account is annoying, but it is better than a drained account. Cooperate with the security team, and you will be back up and running in no time.

Learn more about KOHO’s security: KOHO Fraud Protection and Is KOHO Legit?.

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