# My account status is "frozen." Need help

**URL:** <https://neofinancial.discourse.group/t/my-account-status-is-frozen-need-help/5421>\
**Category:** Community Support\
**Created:** [May 21, 2026, 6:30pm UTC](https://neofinancial.discourse.group/t/my-account-status-is-frozen-need-help/5421 "2026-05-21T18:30:50Z")\
**Posts on this page:** 6\
**Page:** 1

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**Author:** ![Ben](https://avatars.discourse-cdn.com/v4/letter/b/df788c/32.png) [@Ben](https://neofinancial.discourse.group/u/Ben)\
**Post date:** [May 21, 2026, 6:30pm UTC](https://neofinancial.discourse.group/t/my-account-status-is-frozen-need-help/5421/1 "2026-05-21T18:30:50Z")

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I need help with my account. My account status is “frozen.” I received an email asking me to provide details about an incoming Interac transfer. I replied to the email, but customer support hasn’t responded.

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**Author:** ![TimDurnno](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/timdurnno/32/1903_2.png) [@TimDurnno](https://neofinancial.discourse.group/u/TimDurnno)\
**Post date:** [May 21, 2026, 6:47pm UTC](https://neofinancial.discourse.group/t/my-account-status-is-frozen-need-help/5421/2 "2026-05-21T18:47:16Z")

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Hi Ben!

Have you tried Support Chat?

It’s always been the fastest response for me.

Hope it works out.

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**Author:** ![Ben](https://avatars.discourse-cdn.com/v4/letter/b/df788c/32.png) [@Ben](https://neofinancial.discourse.group/u/Ben)\
**Post date:** [May 21, 2026, 9:09pm UTC](https://neofinancial.discourse.group/t/my-account-status-is-frozen-need-help/5421/3 "2026-05-21T21:09:50Z")

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No , because i need to log in and i can’t beacause account frozen . I replied to customer support via email, but they’re ignoring me. I don’t know what to do. My money is stuck at the bank, and I really need it. Can anyone give me some advice on what to do?

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**Author:** ![Ben](https://avatars.discourse-cdn.com/v4/letter/b/df788c/32.png) [@Ben](https://neofinancial.discourse.group/u/Ben)\
**Post date:** [May 22, 2026, 11:22pm UTC](https://neofinancial.discourse.group/t/my-account-status-is-frozen-need-help/5421/4 "2026-05-22T23:22:13Z")

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When i’ll receive answer to my mail? Or what i need to do

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**Author:** ![Jon\_pft\_89](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/jon_pft_89/32/2173_2.png) [@Jon\_pft\_89](https://neofinancial.discourse.group/u/Jon_pft_89)\
**Post date:** [May 23, 2026, 3:23pm UTC](https://neofinancial.discourse.group/t/my-account-status-is-frozen-need-help/5421/5 "2026-05-23T15:23:27Z")

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Haven’t you tried to call them? I always get great service over the phone

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**Author:** ![Yeni-Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/yeni-neo/32/2246_2.png) [@Yeni-Neo](https://neofinancial.discourse.group/u/Yeni-Neo)\
**Post date:** [May 25, 2026, 1:47pm UTC](https://neofinancial.discourse.group/t/my-account-status-is-frozen-need-help/5421/6 "2026-05-25T13:47:03Z")

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Hey @Ben, this must have been really inconvenient, so sorry you had to deal with that. Would you happen to have a support ticket number you can share? I’d like to take a look and see what I can find on my end.