Why was my account marked "Restricted"?

If you received an email or text informing you that your account is restricted, you will need to complete the process of verifying your identity to have your account unrestricted. This typically happens when the payment processor cannot verify your identity and requires additional information before you are able to receive a cash transfer. You can update your account by uploading a government-issued ID, providing your date of birth and filling out the last 4 digits of your social security number or ITIN.

If you do not have your social security number or ITIN, please contact support. Please note that at least one piece of identification from the list below will be requested from the Support Team in order to un-restrict your account. 

List of acceptable documents:


Passport card

Driver license

State issued ID card

Resident permit ID / U.S. Green Card

Border crossing card

Child ID card

NYC card

U.S. visa card

Please note that the above documents can not be expired and the passports do not have to be US passports.


To update your account and ensure you receive your future cash transfers, you must verify your account using the follow steps:

Step 1: Click on the menu bar from the UpTogether homepage.

Step 2: Click on "Settings" then click on "Applications"

Step 3: You will view a notice that your account has been restricted. Click on "Unrestrict Account" to continue.  


Step 4:   You may be prompted to update or verify your:

  • Date of Birth
  • Last 4 digits of your social security number or ITIN. If you do not have a Social Security number or ITIN, please contact the Support team so they can un-restrict your account on their end.  

If prompted and you have your Social Security number of ITIN available, please update the information and click on 'Continue' for the next step.



Step 5: If your photo ID is needed to verify your identity, you will see a notice that reads "Information required soon." Click on the notice to begin the process of uploading your photo ID.


Step 6: Click on "Verify now" then select how your will verify your ID and the type of ID you will submit and click "Next".


verify_account_rep_id_picture_webcam_upload.jpg verify_account_and_select_ID_type.jpg

Step 7: Follow the prompts to submit the front and back of your photo ID and click "Submit". The verification process can take up to 1 minute. 


Step 8: Once your account has been verified, click on "submit" to complete the verification process. If your account is not verified instantly, please submit the information and a team member will reach out to you if more information is needed. 


Note: Any payments due will be processed within a business day of when the payment processor verifies your identity. Funds will be deposited into your account within 2-3 business days after payment processed. 

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