Why was my account was deactivated?
There are various circumstances that may necessitate the closure of your Tap account. Unfortunately, due to regulatory constraints, we are unable to disclose the specific reason for account deactivation. Please be advised that our Customer Support team does not have access to this information.
Here are various reasons why we may be compelled to close an account, which may include circumstances such as :
- Suspected account duplication
- Potential security breaches
- Unfulfilled transactions.
However, this list is not exhaustive, and additional reasons for account closure can be found in our Terms & Conditions.
It is important to emphasise that Tap approaches account deactivations with great care and attention. We understand that the process might cause inconvenience to you, and we are committed to facilitating this transition in the most efficient and seamless manner possible.
Pending payments
In the event of account deactivation, any pending payments will be automatically canceled. Following a thorough account review, we will initiate the process of returning any funds that you may have previously transferred, utilizing the same method through which they were originally received.
Please be advised that refund processing timeframes are dependent on the payment method used for the transfer :
By card : 3 – 10 working days
By bank transfer: 2 – 10 working days
Remaining balances & statements
In the event that funds remain in your Tap Balances upon the closure of your account, our team will initiate the process of returning the funds to your designated bank account. Prior to initiating the refund process, please be advised that due diligence procedures must first be conducted to ensure compliance with relevant regulations and policies. During this period, rest assured that we will take all necessary steps to safeguard your funds and personal information during this process.
Following deactivation, you will no longer have access to your account information. Nevertheless, should you require balance statements for tax or other lawful purposes, please do not hesitate to contact our support team via email at support@withtap.com
What can I do next?
Complaints may also be lodged for a review of your case. Please be aware that the complaint review does not involve reconsidering the account deactivation or expediting refunds or due diligence procedures.
We aim to review complaints within 15 business days. However, we must acknowledge that the complexity and geographic location of the matter may necessitate a longer review period. We appreciate your understanding and patience as we work to provide you with a fair and just resolution.