Why has my device been blocked?

At Moneybase, your security is a priority from the moment you log in until the end of each session. Our system runs continuous checks to detect and respond to suspicious activity or unauthorised access attempts. If a device fails these checks, it will be blocked automatically and the account holder will be notified.

Common reasons your device may be blocked

1. Impersonation and identity protection
2. Switching to a new device
3. Geo-location protection
4. Altered or rooted devices

1. Impersonation and identity protection

Devices attempting to conceal, manipulate, or falsify identity-related information are automatically blocked. This is part of our commitment to preventing fraud and protecting your identity.

2. Switching to a new device

New devices go through enhanced security checks. In most cases, login will be successful without interruption. However, if your new device is flagged, you will receive in-app guidance on how to proceed. You may be asked to contact our support team to confirm the switch.

3. Geo-location protection

Moneybase monitors for unusual or suspicious changes in device or location data. To avoid login issues:

• Use a stable and secure internet connection
• Avoid public Wi-Fi networks, which carry higher risk
• Use a private internet service provider linked to your country of residence

4. Altered or rooted devices

Moneybase does not support devices with modified operating systems, custom firmware, or compromised security settings. These can include rooted Android phones or jailbroken iPhones. Use of such devices may lead to blocked access.

To resolve this:

• Back up your data
• Restore your device to factory settings
• Ensure the operating system is original and actively supported by the manufacturer

Need help?

If you suspect your device has been blocked and need further assistance: 

• Start a live chat through the app or on our website
• Email us at support@moneybase.com
• Call us on +356 25 688 688