Your Branch account can show as suspended, locked, or restricted if Branch places a temporary hold on it. This guide explains what that means, how it's different from locking your Branch card yourself, and what to expect while your account is under review.
What account suspension means
A suspended Branch account is a temporary restriction Branch places on your account. While an account is suspended, you may see an "account not active" error in the Branch App, be unable to view your transactions, or be unable to transfer funds or request an advance. Your Branch Card may also show as suspended, terminated, or inactive, and purchases will be declined.
Account suspension is different from locking your Branch Card yourself through Card Controls. If you turned on Lock Card, you can turn it off yourself at any time. If your Branch account itself shows as suspended, you can't remove the suspension yourself — Branch has to complete a review first.
- For information about the self-service card lock toggle, see: How do I lock & unlock the Branch card?
Who this applies to
This applies to any Branch user whose account or Branch Wallet shows as suspended, locked, or restricted in the Branch App, regardless of account type.
Why Branch suspends accounts
Branch suspends accounts as a security or compliance measure — for example, to review account activity that may indicate unauthorized access, or to complete a compliance review before allowing further activity. Branch can't always share the specific reason for a suspension while a review is in progress.
One specific, common cause of suspension is account inactivity.
- For information about how inactivity affects your account, and how to prevent it, see: Why is there an inactivity fee on my account?
What to expect while your account is under review
If your Branch account or card shows as suspended, the fastest way to move your review forward is to check your email — including your spam or junk folder — for a message from the Branch team. If you find that email, replying with the requested information is the next best step.
Important to Note:
- Branch doesn't provide a standard timeframe for completing an account review, because timing depends on the reason for the review. If more information is needed from you to complete a review, this request is sent by email.
- Branch doesn't disclose the specific reason for a suspension while a review is in progress. If you have questions about a suspension, contact Branch Support.
Example:
- Your Branch account shows as suspended in your app after account activity causes a flag for the Branch team to review
- While Branch is completing a security or compliance check, the team has sent you an email with additional information on what you can expect as next steps for your account.
- You’ll need to follow the instructions in the email to move forward with the account review process
Rules and limitations
- While your Branch account is suspended, you can't view transactions, transfer funds, or request an advance.
- Turning off Lock Card in Card Controls doesn't remove an account suspension — the two are separate.
- Resetting your Branch App passcode doesn't remove an account suspension and doesn't reopen a closed account.
- Some account reviews result in the account closing. If this happens, Branch notifies you by email.
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Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.