Hello,
Thank you for reaching out to us.
We regret to inform you that due to legal restrictions and compliances, we are no longer accepting users from sanctioned countries.
We noticed that the account you mentioned may have either logged in, or paid for an order from a sanctioned country or region.
We understand that this may be inconvenient for you and we apologize for any frustration or disappointment this may have caused.
We value your interest in our platform and we hope that you will check back with us in the future to see if the situation has changed. If you have any further questions or concerns, please don’t hesitate to reach out to us.
If this is an error and you are not from a sanctioned country, please confirm your country of residence so that we can re-evaluate your account.
Thank you for your understanding.
Best regard.
I am currently a Colombian Citizen, I live in Colombia, my email account is located in Colombia, and reviewing the international sanctions I do not find that Colombia has one.
I am willing to send documentation, so that they can verify and activate the account again.
Hello there,
Thank you for your reply, and we apologize for the difficulty you are experiencing.
We understand that Columbia is not a sanctioned country, and we apologize for this mistake. We would like to assist you in restoring your account as quickly as possible. To do this, we require some evidence that you are currently residing in a non-sanctioned country (such as Columbia). Could you please provide us with a utility bill that has your name and address on it? This will allow us to verify your location and reactivate your account. You can safely share the documents through the sensitive data section of this ticket.
We appreciate your cooperation and patience, and we hope to hear from you soon.
Hello,
Thank you for the follow-up.
We have unbanned your account so you can use the email address you have shared to log in.
However, you might get blocked again if our systems detect a login from any of the sanctioned countries. If you have shared your logins with anyone, please change the password right away and ensure no one logins from the sanctioned countries.
Hope that helps.
Thank you.
Hello,
Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.
If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.
Thank you.
