What to expect during an account review

If your Helcim account is undergoing a review, or you simply want to know what the process involves, this article outlines what to expect.

We'll cover how reviews begin, what our team does, how we communicate, and what happens after the review is complete.

In this article

• How an account review typically begins

• What our team does during the review

• What happens after the review is complete

• Conclusions

• Next steps

• FAQs

How an account review typically begins

If your account requires a more detailed review once you begin processing, our Trust & Safety team will get in touch through email.

This email will explain that a review is underway and, importantly, will clearly list any specific information or documentation we might need from you.

What our team does during the review

Once a review is active, our specialized Trust & Safety team gets to work. They will carefully:

• Examine the information on file for your account.

• Review your recent transaction activity.

• Assess any documents you've provided or that we've requested.

The main goal here is to verify that all details are accurate and that your account operations align with our security protocols and regulatory obligations.

Our communication with you

During an account review, you can expect us to:

• Clearly inform you if a review has started and specify exactly what we need from you (if anything).

• Provide an update if a review is taking longer than initially expected, where feasible.

• Notify you promptly of the review's outcome.

How you can help ensure a smooth process

• Respond promptly: If we request information, providing it quickly is the single most effective way to speed up the review.

• Ensure clarity: Make sure any documents or information you send are clear, complete, and accurate.

• Use the right channel: If you have questions about the review, replying directly to the email from our Trust & Safety team is usually the best way to get a swift and informed response.

Potential delays to your initial deposits during a review

During an account review, there might be a delay in receiving the funds (your deposit) from your initial transaction batches. This is a temporary, precautionary step we take while verifying your account details and transaction information.

If there's a delay in your deposit due to a review, we will inform you. Our team works diligently to complete these reviews so your funds can be deposited as quickly as possible.

What happens after the review is complete

Once our team finishes their assessment, there are a few possible outcomes:

• Review concluded, all clear: This is the most common outcome. If all information is verified and satisfactory, we'll notify you that the review is complete. Any delays to your deposits will be resolved, and your funds will be released according to the normal schedule. Your account will continue to operate as usual.

• Request for additional information: Sometimes, the review might uncover a need for a bit more clarification or an additional document. If this happens, we'll reach out with a clear, specific request.

Conclusions

Let's recap the key points to remember:

• We'll contact you by email if a review requires your input.

• Reviews may temporarily delay your initial deposits; we inform you if this occurs and work to resolve it quickly.

• Your prompt and clear responses to our requests are crucial for a speedy review.

Next steps

• To understand why we review merchant accounts, visit: Why is my account being reviewed?

• To get tips on what information might be requested and how to prepare, read our article: Preparing for an account review.

• If you have specific questions about a review that is currently in progress, the best course of action is to reply to the email you received from our Trust & Safety team. For general questions, our Support team is also happy to help.