UsersPolicies

Blocked users

As part of Mangopay’s aim to guarantee the integrity of transactions conducted using its services, and in accordance with relevant regulations, Mangopay teams may block users.

Blocking involves the restriction of payment services to a specific user for reasons of suspected fraudulent behavior or compliance risk.

Scope

The scope of the blocking of a user may be one or both of the following:

  • Inflows - When inflows are blocked, the user is no longer allowed to make pay-ins or send or receive transfers.
  • Outflows - When outflows are blocked, the user is no longer allowed to make payouts or send or receive transfers.

Note - Refund may be needed for blocked pay-ins

Pay-ins via bank wire or to a vIBAN are refused even if already processed (i.e., funds already left the issuing bank).

As a consequence, funds must be reimbursed by the platform. To avoid such a situation, you can use the GET View a User Regulatory Status endpoint prior to executing your pay-in.

Notifications

You can find out whether or not a user has been blocked by setting up webhook notifications.

The endpoint GET View a User Regulatory Status returns the ScopeBlocked parameter containing dedicated parameters for inflows and outflows, which are true if blocked.

The following event types are available to set up hooks:

  • USER_INFLOWS_BLOCKED
  • USER_INFLOWS_UNBLOCKED
  • USER_OUTFLOWS_BLOCKED
  • USER_OUTFLOWS_UNBLOCKED

Steps to unblocking

Once you know a user is blocked, you can take action to unblock the user.

The GET View a User Regulatory Status endpoint returns an ActionCode. The table below describes the possible action codes and the actions you can take.

Action codes

Action codeDescriptionAction to take

008701

The user has been blocked because of suspected fraudulent behavior.Please contact our Support team via the Dashboard.

008702

The user has been blocked because of a compliance issue.Please contact our Support team via the Dashboard.

008703

The user has been blocked by one of our teams due to a more general issue.Please contact our Support team via the Dashboard.

008704

The user asked for their data to be deleted. Part of that process is to block the user.Please contact our data protection officer via email to dpo.mangopay@mangopay.com.

008705

The document is suspected to be fraudulent. The account will remain blocked until reception of a valid identity proof document (with a better visual quality or a different kind of proof).

Please submit a new identity proof document, if possible a different one.



For further inquiries, please contact our Support team via the Dashboard.

008710

The user has been identified as a potential politically exposed person (PEP).

The user needs to complete the Mangopay Declaration Regarding Politically Exposed Persons (English / French / Spanish).



Once this has been completed, please contact our Support team via the Dashboard.



The individual (natural user or legal representative) will also need to provide proof of identity via the API unless one has already been provided and validated.

008711

The user needs to upload a new proof of identity. For a Legal User, please upload a registration proof in addition to the proof of identity.

Please upload a proof of identity and a proof of registration (Legal User only) through the dashboard.



Once done, please contact our Support team via the Dashboard.

008712

The user needs to modify their legal personality type and submit the correct verification documents.

Please change the Legal User’s LegalPersonType to the one specified in the local KYB structures for their kind of entity, then submit their verification documents.



Once done, please contact our Support team via the Dashboard.

008714

A proof of address is required.

Please upload a proof of address through the dashboard.



Once done, please contact our Support team via the Dashboard.

008715

The user needs to complete KYC/KYB verification.

The User must complete KYC/KYB verification by providing the required information and documents, either via the hosted KYC/KYB solution or the API-only solution.



The user is unblocked automatically once they obtain the KYCLevel of REGULAR by successfully completing the KYC/KYB verification process, provided they are not blocked for another reason.



If the user is not automatically unblocked after being KYC/KYB verified, please check the GET View a User Regulatory Status endpoint and if no ActionCode is returned then contact Support via the Dashboard.