My account is frozen, what do I do?
If your account has been frozen, it means your access to key features on GrabPoints is temporarily restricted. This can happen for various reasons, such as suspicious activity, policy violations, or an internal review.
When an account is frozen, the following restrictions apply:
You can continue to earn points — You can earn, but can not redeem until the provided date.
You cannot cash out — All reward redemptions are disabled.
You must wait until the freeze is lifted — The freeze lasts until a specific date, which will either be communicated to you or determined by our system or support team.
Your account remains active, but in a read-only or restricted state. You will still be able to log in and view your points and account history, but you won’t be able to earn or redeem points during this time.
The duration of the freeze depends on the reason for the restriction. In most cases:
You will be informed of the expected unfreeze date.
If further review is needed, we may reach out for additional information or verification.
In some cases, the freeze may lead to permanent suspension if the issue isn’t resolved.
If your account has been frozen:
Check your email for any communication from the GrabPoints team.
Review our Terms of Use and policies to understand possible causes.
Contact support if you believe the freeze was a mistake or if you need help resolving the issue.
Freezes are in place to protect users and maintain the security and fairness of the GrabPoints platform. We appreciate your understanding and cooperation.
What Does a Frozen Account Mean?
When an account is frozen, the following restrictions apply:
You can continue to earn points — You can earn, but can not redeem until the provided date.
You cannot cash out — All reward redemptions are disabled.
You must wait until the freeze is lifted — The freeze lasts until a specific date, which will either be communicated to you or determined by our system or support team.
Your account remains active, but in a read-only or restricted state. You will still be able to log in and view your points and account history, but you won’t be able to earn or redeem points during this time.
When Will the Freeze Be Lifted?
The duration of the freeze depends on the reason for the restriction. In most cases:
You will be informed of the expected unfreeze date.
If further review is needed, we may reach out for additional information or verification.
In some cases, the freeze may lead to permanent suspension if the issue isn’t resolved.
What You Can Do
If your account has been frozen:
Check your email for any communication from the GrabPoints team.
Review our Terms of Use and policies to understand possible causes.
Contact support if you believe the freeze was a mistake or if you need help resolving the issue.
Freezes are in place to protect users and maintain the security and fairness of the GrabPoints platform. We appreciate your understanding and cooperation.
Updated on: 01/05/2025
Thank you!