A few possible reasons.
1. You have a negative balance. A previous payment reached your landlord or servicer, but your bank returned the funds to us. Your account stays frozen until that balance is paid. See the FAQ on negative balances for what to do.
2. Your bank placed a restriction on your account. Sometimes your bank flags or locks your account on their end — for a legal hold, fraud review, or other reason. When that happens, our payment processor automatically suspends your Split Pay account too. You'll need to use a different funding method to keep using Split Pay, and resolve the issue with your bank directly to reconnect that account.
3. Your account is under review. Compliance is taking a closer look at something — usually a payment that came back with an unusual response from your bank. We'll reach out with next steps.
What to do: check your email — we send the specific reason when an account is frozen, along with the path to resolve it. If you can't find the email or aren't sure what's going on, get in touch and we'll walk you through it.