At Fluz, safety is of utmost importance. In extreme cases, we may need to lock accounts. Here is everything you need to know about that process:

What is the policy around the locking of accounts?

We may lock an account at our discretion and without notice if we deem a user has violated the terms of membership. Any Fluz user that commits or attempts fraud, misuses the platform, or is harmful to our interests or another user can face account locking. Our failure to insist upon or enforce strict compliance with these terms will not constitute a waiver of any of our rights.

The below list of actions will result in the immediate locking of an account and can be amended at any time. Fluz actively monitors and tracks the following:

  • Chargebacks on gift card purchases

  • Repeatedly buying and returning items after the cash back has been distributed

  • Spamming messages

  • Submitting false claims about lost cash back

  • Creating fake accounts to occupy more spots in Network

  • Using a fraudulent/stolen identity or funds to make purchases

What happens if my account is locked?

Under a Locked Account status, a user will be unable to log into their account, make new purchases, or view past gift card information. Users will also lose access to any reward balance they have accrued, their spot in the network, and any connections made throughout the life of the account. In addition, the account owner will no longer be welcome as a member of Fluz, and trying to circumvent the ban by registering with a new account is strictly forbidden.

Will I be notified if my account has been locked?

Users that get their accounts locked will receive an email notifying them that they will no longer be able to access the Fluz app or any related services therein, along with the policies and terms outlining the reasons why a user would face such actions.

It is important to note that such emails will not contain details of why a specific account was closed, and users will not be alerted with a warning prior to the locking of the account.

Why is my account locked?

Your account may have been locked due to any of the following:

  1. There are unresolved chargebacks on your account.

  2. You may have made an ACH transaction that failed due to insufficient funds or closed account.

  3. Your account and/or transactions are deemed high risk.

  4. Your account may be related to other accounts with unpaid chargebacks or other accounts deemed high risk.

  5. We may have noticed that you've made multiple Fluz accounts.

How do I appeal a locked account?

If you feel that your account was incorrectly locked, then we'll gladly look into it for you. Please use the “Contact Us” form, type “Account Lock Dispute” as the subject, and include any and all details you have that might prove the validity of your case.

In the event that we have made a mistake, your account will be fully restored along with any cash back held on it.

Fluz reserves the right to make the final decision with regards to any and all account closures.

If you have any questions regarding your account's status, please reach out to [email protected] or reach out to customer support hotline at +1 646-760-7479.

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