Blocked users


Introduction

As part of MANGOPAY's aim to guarantee the integrity of transactions conducted using its services, and, in accordance with relevant regulations, our teams may block users. Blocking involves the restriction of payment services to a specific end user for reasons of suspected fraudulent behaviour or compliance risk. This page explains the scope of MANGOPAY's blocks on users and the steps that can be taken to unblock them.


Scope of activities that may be blocked

One or both of the following blocks may be applied to a user:

Blocked inflows

If a user has his inflows blocked then he won’t be able to make any sort of Payin or Preauthorization.

If such a transaction is attempted then you will receive the following response:

{
    "Status": "FAILED",
    "ResultCode": "008700",
    "ResultMessage": "User blocked by Fraud policy"
}

Payin Bankwire and IBAN will also be refused and funds will have to be reimbursed.

If you want to avoid such action, you can also ask our /regulatory endpoint before allowing a Payin Bankwire or Payin IBAN to be done. You can find all the information regarding this endpoint in the documentation bellow.


Blocked outflows

If a user has his outflows blocked then he won’t be able to make a payout.

If such a transaction is attempted then you will receive the following response:

{
    "Status": "FAILED",
    "ResultCode": "008700",
    "ResultMessage": "User blocked by Fraud policy"
}

This specific ResultCode “008700” is dedicated to any transaction being refused because of the user being blocked.

Don’t hesitate to check the documentation bellow to have more information about how to handle such cases.



Obtaining information about a blocked user


Endpoint

To find out the scope and status of blocks on a specific user, you can use the following call to the Regulatory endpoint:

GET ClientID/users/userID/Regulatory

Here is an example response:

{
   "ActionCode": "008702",
   "ScopeBlocked": {
          "Inflows": false,
          "Outflows": true
   },
   "Id": "6639696"
}

Parameters:

  • ScopeBlocked: the block status of each scope (inflows and outflows)
  • ActionCode: a code corresponding to the reasons for the block and actions that can be taken to unblock the user
  • Id: the user ID


Hooks

The following hooks can be set up to receive notifications about blocked users:

USER_INFLOWS_BLOCKED 

USER_INFLOWS_UNBLOCKED

USER_OUTFLOWS_BLOCKED

USER_OUTFLOWS_UNBLOCKED

These hooks can be created using:

{
        "EventType": "USER_OUTFLOWS_BLOCKED",
        "Url": "https://www.test.com",
}

The response will show:

{
        "Url": "https://www.test.com"
        "Status": "ENABLED"
        "Validity": "VALID",
        "EventType": "USER_OUTFLOWS_BLOCKED",
        "Id": "6639696"
        "CreationDate": "1606315995",
}

Once set up, hooks will show:

{
        "RessourceId": "6639696"
        "EventType": "USER_OUTFLOWS_BLOCKED"
        "Date": "1606382707"
}

For more information, please refer to the Hooks section of this documentation.


Taking action to unblock a user

An ActionCode is included in the response from the endpoint. The following table provides more information on:

  • what each code means
  • what actions can be taken to unblock the user
  • the email address to use for correspondence

To unblock a user, please send us a request through this link and present the proper elements depending on the ActionCode received. You can find all the elements on the table bellow.

ActionCode Description Action required Contact us
008701 The user has been blocked because of suspected fraudulent behaviour. Please contact the MANGOPAY Fraud team by completing the form linked above. Use the following contact type on the support form: Fraud
008702 The user has been blocked because of a compliance issue. Please contact the MANGOPAY Compliance team by completing the form linked above. Use the following contact type on the support form: Legal
008703 The user has been blocked by one of our teams due to a more general issue. Please contact the MANGOPAY Support team by completing the form linked above. Use the following contact type on the support form: Technical support
008704 The user asked for their data to be deleted. Part of that process is to block the user. Please contact the MANGOPAY Data Protection team. dpo.mangopay@mangopay.com
008705 The document is suspected to be fraudulent. The account will remain blocked until reception of a valid ID proof (document with better visual quality or a different ID proof). Please submit a new IDENTITY_PROOF document, if possible a different one Use the following contact type on the support form: Technical support
008710 The user has been identified as potential politically exposed person (PEP). The user needs to complete the MANGOPAY Declaration Regarding Politically Exposed Persons (English / French). Once this has been completed, please contact the MANGOPAY Compliance team by completing the form linked above. Use the following contact type on the support form: Legal
008711 The user needs to upload a new proof of ID and a proof of address (e.g. utility bill) to be unblocked. Please upload a proof of ID and a proof of address (e.g. utility bill) through the dashboard. Once done, contact the MANGOPAY Compliance team by completing the form linked above. Use the following contact type on the support form: Legal
008712 The user needs to modify his legal personality type and send the proper KYC documents. Please modify the legal personality type and send the corresponding KYC documents. Once done, please contact the Support team by completing the form linked above. Use the following contact type on the support form: Technical support
008713 The user uses a blacklisted IBAN. Please contact the Fraud team by completing the form linked above. Use the following contact type on the support form: Fraud
008714 A recent proof of address is required. Please upload a recent proof of address through the dashboard. Once done, use the following contact type on the support form: Legal
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