I am trying to reach out since morning. In the morning I got a message that my account has been blocked or frozen due to mismatch transaction and profile. I am unable to access my funds. I called on the helpline number and asked why this happened? And I explained that no transaction is illegal and I can present proof for the same. The executive said you will receive an email from cybercare@jupiter.money and share the details after which within 24-48 hrs your account will be unblocked. But till now I have not received a single email or any response from the team. I am constantly mailing them for support. Please help me I have 5 months old daughter and I have expenses to bear. Please help.
Dear Ankit, If you have written to cybercare@jupiter.money in the morning, you will get a response today. They will also share why Federal Bank has frozen your account and what needs to be done. Please understand, without due diligence, a freeze will not get lifted by the bank so we would appreciate your cooperation. Additionally, our escalation matrix including my email address is there on our website, I would strongly recommend to use it rather than using community for it.
It takes 1-2 days for the team to check all the relevant details from the bank before assisting any customer. We want to ensure we provide the required help and guidance to expedite the unfreeze process.
We have sent you an email from cybercare@jupiter.money. Kindly reply to that email with a detailed justification for the transactions in question, along with the relevant supporting documents.
Once we receive your response, we will review the information and update you accordingly
The accounts get frozen based on the activity and any cyber complaints we or the Bank receives. Apart from this, any requirement needed to keep the KYC updated is done periodically by any Bank as per RBI guidelines. So, being in a different city than the one on your Aadhaar is absolutely not an issue.
Your assurance means a lot. You are right that different location shouldn’t not be an issue especially when we are in India.
However, it is also true many users face the issue of “automated” account block or frozen even for genuine transactions and sometimes location is also a reason. That’s why I raise issue if someone from community confirm that it is safe to use account in different city or state.
I’m also looking for a long commitment with the jupiter led federal bank. So far, all is going good. Thanks again.
I understand that you are skeptical about the account freeze, @Piyush_Suyal_Ji. However, banks never block transactions for genuine ones unless there is a risk involved. Transactions go through multiple checks before getting flagged, and to avoid any bad experience, we have multiple confirmation checks as well. Only when these fail does the account get frozen, which will be activated again once the required proofs are sent.
The entire purpose of digitalisation is to make transactions possible anywhere, anytime, but we should also be wary of the cybercrimes that occur. Hence, in these issues, the rules are implemented strictly.
We are really glad you are liking the experience with us and looking for a long commitment
Jupiter Money / Jupiter Edge is wholly owned and operated by Amica Financial Technologies Private Limited. It has no affiliation, partnership, or connection whatsoever with Jupiter Capital Private Limited, Bangalore or any of its associated entities.
