Hopscotch's automated security system helps us protect your business and keep our community safe. If your account has been temporarily frozen due to a failed payment or other reason(s), check out these frequently asked questions for guidance.
Why is my account frozen?
To provide our users with the highest levels of security, we may freeze a user's account, reverse certain transactions, and request formal documentation to resolve security flags that are raised due to account activity.
It is not possible for you to unfreeze your account on your own. For assistance please contact Support at support@gohopscotch.com.
How do I get money out of my frozen account?
If your account is frozen, you will not be able to withdraw funds. Don't worry - your money is safe. Once the reason for your account being frozen has been resolved, you will be able to withdraw funds from your balance.
If you urgently need access to funds for business expenses, Hopscotch Support may be able to help in other ways.
How long will my account be frozen?
It depends on the reason your account was frozen. For more information about your case, please contact Hopscotch Support.
Do I need to do anything to unfreeze my account or will it happen automatically?
In most cases, our system will automatically unfreeze your account once the underlying flag or issue has been resolved.
However, there are times where Support will require you to provide additional information. In these cases, our team will contact you via the email associated with your Hopscotch account.
If your account has been frozen for an extended period without communication from Hopscotch, please contact Support.