A suspension happens when verification deadlines are missed more than once in a short window — usually after a second missed deadline on the same type of hold.
Why it happens:
Verification holds exist for security and compliance reasons
A first missed deadline is treated as a one-off — your payment cancels, but the account stays active
A second missed deadline (or pattern of non-response) signals something that needs a more formal review
What suspension means:
You can't process new payments through Split Pay
Existing payments may be canceled
Your account is paused until you work with our compliance team
How to resolve it:
Get in touch with us. Let us know you want to resolve the suspension.
Provide whatever was originally requested (lease, identity verification, name match documentation, etc.)
Our compliance team reviews it — within 1 business day for identity verification, or within 2 business days for documents like your lease or name match documentation — and emails you the outcome
If approved, your account is reinstated and you can resume using Split Pay
Worth knowing:
Suspension doesn't automatically mean permanent — most cases are resolvable once the documentation is provided
Even after reinstatement, the original payment that triggered the hold may need to be redone
Multiple suspensions over time can lead to permanent account closure — so it's worth resolving the first one carefully
If you're confused about why you were suspended:
Check your email — we send a clear notification when an account is suspended, including the reason
Get in touch and we'll walk through the specific reason and the path to resolve it