Skip to content
Contact Us
  • There are no suggestions because the search field is empty.

What happens when a payout or collection is placed on compliance hold?

What a compliance hold means for your Tazapay payout or collection and how the review works.

When a transaction is placed on compliance hold, Tazapay's compliance team will review it and may take one of the following actions:

  1. Release the transaction: If the compliance team is satisfied after their review, the transaction will be released and processed without any action required from you.
  2. Issue a Request for Information (RFI): The compliance team may require additional information or documentation to complete their review. In this case, an RFI will be sent to you (typically via email or a support ticket). Common documents requested include:
    • Invoice or agreement detailing the goods/services being provided
    • Purpose of the transaction
    • Line of business and website details for the parties involved
    • Wallet ownership proof (for crypto-related transactions), such as a Satoshi test or screen recording
    Once you respond to the RFI with the required information, the compliance team will continue their review and release the transaction if satisfied.
  3. Cancel or decline the transaction: If the transaction cannot be cleared — for example, if the required information is not provided, or if the merchant requests a cancellation — the transaction may be cancelled or declined. In such cases, you may resubmit a new transaction once the underlying issue is resolved (e.g., using a verified and whitelisted wallet address).

What you should do if your transaction is on compliance hold:

  1. Contact Tazapay Support and provide the transaction reference ID (e.g., pot_xxxxxxxx for payouts or col_xxxxxxxx for collections).
  2. Check your email or support tickets for any RFI that may have been issued by the compliance team.
  3. Respond promptly to any RFI with the requested documents or information to avoid delays.
  4. If you wish to cancel the transaction instead, inform Tazapay Support and the compliance team will process the cancellation upon request.

Responding to compliance requests as quickly as possible helps ensure your transactions are processed without unnecessary delays.