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If Revolut has restricted your account, open the app and go to Profile > Chats > Support. Read the request shown there, answer it in the chat, and upload only clear, valid, unexpired documents through the requested in-app flow. If you cannot log in, UK customers can email support@revolut.com; customers elsewhere should use the contact method in their local Revolut Help Centre. A restriction is not automatically a permanent closure, and neither Revolut nor the available guidance promises a standard review time.
First identify what “frozen” means
People use “frozen account” to describe several different problems. The correct support route depends on which one you have:
- A temporary restriction: Revolut may limit payments, transfers or other activity while it verifies information.
- A closed account: the relationship has ended, rather than being temporarily limited.
- A login problem: you cannot reach the app, but the account may not be restricted at all.
- A card or transaction problem: one card or payment is being declined while the rest of the account works.
Revolut’s help material gives incomplete identity verification, an unverified source of funds and outdated tax information as examples of why an account might be restricted. Those are examples, not a diagnosis of your case. The notice displayed in your app or sent by email is the best indication of what information is pending.
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| Route | Use it when | Important qualification |
|---|---|---|
| Authenticated in-app chat | You can open the app and need routine help with a restriction or transaction | UK support guidance directs customers to Profile > Chats > Support. |
| Support call from the app | You need to speak with support and the call option is offered in the support chat | The UK page describes call access differently for Ultra and non-Ultra customers; follow the option shown for your plan. |
| Email support | You cannot log in to the app | The UK support article lists support@revolut.com. Availability and addresses can differ in other markets. |
| Urgent fraud reporting | You suspect an unauthorized transaction, scam or immediate account risk | Report it promptly through in-app chat. The UK complaint guidance separately lists report-fraud@revolut.com and warns that a standard complaint can delay an investigation. |
| Formal complaint | Support has not resolved the problem and you want a documented escalation | UK customers can use the online complaint form or formalcomplaints@revolut.com, supplying the required case details. |
| External dispute resolution | Your complaint has reached the relevant stage and the entity is eligible | The authority depends on your country, Revolut entity and product. The Financial Ombudsman Service route described below is UK-specific. |
When you can access the app: contact support in chat
1. Open the authenticated support channel
- Sign in to the Revolut app.
- Open Profile.
- Select Chats.
- Choose Support and describe the restriction or the action you cannot complete.
Revolut’s UK support page says its support team is available 24 hours a day, 365 days a year, and in more than 100 languages. That is a statement on the UK support page; local service hours, languages and contact options may vary by market, so check the Help Centre for the entity that serves you.
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2. Explain the issue in a useful first message
A focused message gives the agent a workable starting point. Include:
- That the account appears restricted, and what you can no longer do (for example, make a transfer or use a card).
- When the problem first appeared and whether it affects the entire account or one transaction.
- Any notice, question or deadline shown in the app or sent by email.
- What you have already submitted and what action you are asking Revolut to take.
Do not guess at the reason for a review or demand that an agent disclose information the support process does not provide. Ask what information is still required and where it must be submitted. Save the chat transcript, notices and case references for your records.
3. Use a support call only through the app
The UK support article describes secure calls initiated from the support chat. If a call option appears, start it inside the authenticated app rather than accepting an unsolicited call or moving the conversation to a social-media account. The same page describes the entry point differently for Ultra and non-Ultra customers, so use the instructions displayed for your plan.
If you cannot log in
For UK customers, Revolut’s support article says customers who cannot access the app chat can email support@revolut.com. State that you cannot log in, provide the email address or phone number associated with the account, explain when access stopped and describe the restriction or failed transaction. Do not attach identity or financial documents unless the official support process specifically requests them and gives you a secure submission method.
The UK address is not established as a universal contact for every country. If you live elsewhere, open the official local Help Centre or the support page for your Revolut entity and use the login-help contact it lists. A different country or legal entity may use a different address or process.
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Complete a restriction review safely
Follow the prompt shown in the app
When Revolut needs more information, its restriction guidance says it will contact the customer by email and may provide a deadline. The safest response is to open the related request in the app and submit the information through that flow. Do not send documents to an address found in a social-media post, an unsolicited message or an unofficial website.
Provide documents that can be verified
Revolut’s guidance recommends documents that are clear, valid and unexpired. Before uploading, check that:
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- The document has not expired and matches the personal details on the account.
- Images are not blurred, cropped, covered by glare or edited.
- You are using the exact upload request in the app, not a third-party form.
If the request concerns the source of funds, keep recent transaction records available. The restriction guidance says Revolut may need recent transaction documents for verification. Submit only what the request asks for and retain a copy of what you sent.
Tax information and identity details
Outdated tax information and incomplete identity verification are among the examples Revolut gives for restrictions. Check the profile details and tax-residency information requested by the app, but do not change information merely to make the review pass. If a detail is wrong, correct it accurately and explain the correction in the support chat.
Meet the stated deadline
Read the email and in-app notice carefully for a submission date. Failure to provide requested information can lead to account closure, according to the cited restriction guidance. A deadline for supplying information is not a promise that the account will be unfrozen immediately after upload, and the available guidance does not establish a universal review duration.
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When the problem involves fraud or an unusual transaction
If you see an unusual payment, suspect a scam or believe someone has access to the account, report it promptly through the in-app chat so Revolut can help secure the account. Treat this as a security incident, not as an ordinary access complaint.
For UK customers, the formal-complaint guidance separately names report-fraud@revolut.com for suspected fraud or immediate account risk. It warns that using a standard complaint in such a case could delay an investigation. Use the fraud channel for the urgent security issue, then keep any separate service complaint focused on the unresolved support problem.
Never provide a one-time passcode, password, card PIN or recovery code to a caller or social-media account claiming to be support. A legitimate document request should be visible in the authenticated app or come through the official contact process for your market.
Make a formal complaint in the UK
A complaint is different from a normal support chat. Use it when you are dissatisfied with how the restriction or support case has been handled and want Revolut to record the matter formally.
Submit through the documented UK channels
Revolut’s UK complaint guidance allows a formal complaint through its online complaint form or by emailing formalcomplaints@revolut.com. Include all of the following in one clear submission:
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- Your name.
- The phone number and email address associated with the account.
- A factual explanation of the problem.
- The date the problem began.
- The outcome you want, such as restoration of access, a decision on a pending review or an explanation of the remaining steps.
Attach relevant notices or correspondence if the form permits it, and keep the sent message and any case number. Revolut says it will send a written acknowledgement containing an estimated response time. The time required to resolve a complaint varies with the product provider and the issue; an acknowledgement estimate is not a guaranteed date for restoring account access.
Escalate outside Revolut only after checking the entity
Do not assume every Revolut customer can use the same ombudsman or regulator. First identify the Revolut legal entity and product provider shown in your agreement, app or complaint correspondence. Then read that entity’s complaint policy and the authority it names for your country.
For complaints concerning Revolut Bank UK, the UK guidance says you may approach the Financial Ombudsman Service if you are dissatisfied with Revolut’s final response or if the complaint has not been resolved within eight weeks. The eight-week point applies to that complaint-escalation route; it is not a prediction of how long an account review or restriction will take.
If your account is provided by a different Revolut entity, the UK Financial Ombudsman route may not apply. Follow the external-dispute instructions for your own jurisdiction and product, including any eligibility rules and time limits.
What the Italy restriction guidance does—and does not—mean
An English-language Revolut help page for Italy says that if a customer fails to provide requested information, the account may be closed and that page describes at least 60 days’ notice by email before closure. This is a market-specific statement about possible closure after missing information. It is not a universal 60-day period for a temporary freeze, a promise that every customer receives that notice, or a rule for other countries.
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If you receive a closure notice, read its stated date, reason category and appeal or complaint instructions. Continue using the official support or complaint channel for your entity rather than treating the Italy notice period as a general countdown.
Keep a record that helps the case move forward
Restrictions can involve several messages and document requests. Create a simple chronology while the details are fresh:
- Date and time you first lost access or saw the restriction.
- What function failed and whether cards, transfers and cash access were affected.
- Every notice, requested document and stated deadline.
- What you submitted, when you submitted it and the case reference.
- The support response and the specific next action it gave you.
Use the same account contact details in each official channel, avoid sending contradictory explanations and quote the existing case reference when you escalate. This is practical record-keeping, not a substitute for the verification steps Revolut requests.
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The app opens, but payments are blocked
Open Profile > Chats > Support, state which payments or transfers fail and ask whether an account-level restriction or a transaction-specific review is pending. Follow any document request displayed in the chat.
The app asks for identity or source-of-funds information
Use the in-app upload prompt. Provide clear, valid, unexpired documents and keep recent transaction records available if requested. Do not email sensitive documents to an address that the app did not identify as an official submission route.
You cannot sign in at all
Use the official login-help contact for your market. For the UK, the documented fallback is support@revolut.com. Explain the login failure and the date it began, then wait for instructions on secure verification.
You see a transaction you did not authorize
Report it immediately through in-app chat. UK customers can also use report-fraud@revolut.com for the fraud route identified in the UK complaint guidance. Do not wait for an ordinary complaint response before reporting suspected fraud.
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UK customers can make a formal complaint using the online form or formalcomplaints@revolut.com, including their contact details, the start date, a factual explanation and the preferred resolution. Customers elsewhere should use the complaint process for their own Revolut entity.
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What you should not expect
- No universal unlock time: the cited guidance does not publish an average review duration or a guaranteed date for lifting a restriction.
- No guaranteed disclosure of the review reason: support may request information without providing every detail behind a review.
- No one-size-fits-all escalation authority: the correct external body depends on country, entity, product and complaint stage.
- No safe shortcut through social media: sensitive documents and security codes belong only in the official authenticated or market-specific channel.
A practical sequence to follow
- Determine whether the issue is a restriction, closure, login failure, card problem or suspected fraud.
- If you can sign in, go to Profile > Chats > Support and read the exact request.
- If you cannot sign in, use your local official login-help route; UK customers can email support@revolut.com.
- Submit only the clear, valid, unexpired information requested through the secure channel, with recent transaction records available when relevant.
- Save notices, deadlines, documents sent, chat messages and case references.
- Report suspected fraud separately and urgently instead of placing it in a routine complaint queue.
- If the support case remains unresolved, use the formal complaint process for the correct Revolut entity.
- Only after checking the entity’s policy, consider the named external dispute-resolution authority. For Revolut Bank UK, the cited Financial Ombudsman Service route applies after a final response or eight weeks without resolution.
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