Whenever your account is locked you will be sent an email providing the reason. Accounts are typically locked for a few reasons:
- Your account verification was entered incorrectly, or not completed.
- Your banking information was found to be incorrect.
- Your method of payment was rejected.
In any case, we can assist you through phone, chat or email should you need assistance.
Account Verification Issues
To protect our customers, all accounts go through a verification process. Sometimes during this process questions arise, and we may need to speak with you. Typically someone from the verification team will reach out to you ahead of the account being locked. If you need to follow-up with them the verification team is available Monday through Friday from 7:00 AM to 5:00 PM CST by calling 1-866-279-0501.
Banking Information is Incorrect
During your account verification process, we may discover that the routing and/or account number appear incorrect. If this is the case, you will usually receive two emails:
- You may receive an email stating that your account has been locked.
- You may receive a follow-up directly from a support agent who will assist you in correcting the banking information.
We will need to verify the routing and account number and enter a new order for you. Since this issue involves sensitive information, please call us directly at 1-877-333-6964.
You pay for your DPX account by sending us an eCheck. If your check doesn't go through and your payment is declined, you will receive an email stating the account was locked due to us being unable to process your payment. When a payment is rejected, it is also likely we may have some incorrect banking information. In any case, since it involves account information that we don't want to send/receive over email or chat, please give us a call at 1-877-333-6964.