At Poppy, we strive to ensure a secure and efficient platform for our users. Occasionally, accounts may be deactivated for various reasons. In this article, we'll guide you through the process of determining the cause and provide solutions to reactivate your account. 🕵️
1. Initial Verification: Has Your Account Been Activated?
Before diving into the reasons for deactivation, it's crucial to confirm whether your account has yet been properly activated. If you're uncertain about the activation status, please refer to our registration article for guidance.
2. Reasons for Deactivation: A Closer Look
If your account was already correctly activated, and has now been deactivated, these are some common reasons:
- Protecting Your Identity:
If there are suspicions or evidence of identity theft associated with the account, deactivation may occur to protect user safety and security. - Failed Identification Challenge:
Unsuccessful completion of identification challenges before unlocking a Poppy may result in account deactivation for 72 hours. Ensuring accurate and valid identification is crucial for user safety. - Safety Mode:
If we get notified about unsafe driving behavior, we have the possibility to manually terminate your trip and temporarily or permanently deactivate your account. - Unpaid Invoice:
Unpaid invoices lead to temporary account deactivation. Please check for any pending payments in your account. - Expired Payment Method or Driver's License:
Accounts may be deactivated if the payment method or driver's license linked to the account has expired. Ensure that your payment methods and licenses are up-to-date. We will also send out reminders to update your driver's license and payment method when nearing the expiration dates of both.
3. Check Your Email for Notifications:
If your account has been deactivated, we send out email notifications explaining the reason why. Please check your inbox and spam folder for these communications. They contain crucial information to understand the cause of deactivation.
4. Assistance Through Help Form:
If the reason for deactivation remains unclear or you have additional questions, our customer support team is here to assist you promptly. Utilize the help form within the app, or send an e-mail to 'hello@poppy.be' to reach out, and we'll work to resolve the issue and reactivate your account.