# Frozen funds and restrictions

> Which restrictions exist in PS Wallet, how to tell what applies to your account, and how to appeal them.

Sometimes the PS Wallet security team restricts operations — to protect users from fraud and to comply with the [AML Policy](https://help.pswallet.org/en/documents/compliance-policy). The bot sends you a message about any restriction.

## Types of restrictions

### Deposit frozen

An incoming transfer from a high-risk address is not credited to your balance, and a new address is issued for the account. You can return the funds to the sender for a fee. For how to do it, see the article [AML check](https://help.pswallet.org/en/security/aml).

### Withdrawal rejected

If the recipient address is associated with high risk, the withdrawal is canceled, and the amount with the fee is returned to your account. Bot message: "The security team has rejected the transaction".

### Transfers restricted

The bot sends the message "Your transfers are temporarily blocked". If an email is linked to your account, a copy is also sent there.

While the restriction is active, you can't send money: withdraw crypto, transfer to users, create checks, pay with QR codes, or pay for Steam. The "Transfer" and "SBP QR" buttons become inactive. You can still view balances and history and deposit to your accounts.

### Card transfers closed

The "By card number" tile shows "Temporarily unavailable", and when you try to make a transfer, you get the message "Transfers to a card and by phone number are unavailable to you. Contact support". Other operations work.

### Card transfer under review

A card transfer may be sent for additional review. During this time it is shown as "processing", and the money is reserved. After the review, the transfer will be sent or canceled and the money returned to your account. For details, see [Card transfer](https://help.pswallet.org/en/withdraw/card-transfer).

### Account blocked

When you sign in, the screen "Your account is blocked — Contact support" appears. You can't use the wallet until the block is lifted.

### PIN confirmation blocked

After 10 incorrect PINs in a row, you can't confirm operations for 24 hours. This is not a security team restriction — the block can be lifted by resetting your PIN. See [PIN and operation confirmation](https://help.pswallet.org/en/start/pin).

### Card blocked

If a virtual card is blocked, the bot will send a message asking you to contact support. See the [Crypto cards](https://help.pswallet.org/en/cryptocards) section.

## How to appeal a restriction

1. Open "Profile" → "Support" or message [@pswalletsupp](https://t.me/pswalletsupp) from the Telegram account your wallet is linked to.
2. Describe the situation. If your question concerns a specific operation, send its ID — you can find it in the operation details on the "History" tab; tap it to copy.
3. Answer the support team's questions.

The security team will review your request. If the restrictions are lifted, the bot will send the message "Restrictions lifted!".

> [!WARNING]
> PS Wallet support is only [@pswalletsupp](https://t.me/pswalletsupp) and the "Support" button in the app. No employee will ask for your PIN, the code from an email, or to "pay for unblocking" by transferring to a third-party wallet. If someone contacts you with such an offer, they are scammers.

:::details How long does a review take?
The timeframe depends on the situation. To speed up the review, describe right away where the funds came from and which operation you are appealing.
:::

:::details Will the money on a blocked account be lost?
A block does not deduct money from your balance — it restricts operations. The security team decides what happens to the funds based on the results of the review.
:::

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Source: https://help.pswallet.org/en/security/frozen-funds