To comply with global financial regulations, our banking partner, Airwallex, screens all accounts daily against international PeP (Politically Exposed Person) and Sanctions lists.
If you receive a notification that your account has been flagged, it means a potential match was found. To ensure security and compliance, your Carwow Wallet will be placed on a temporary hold while we verify the details.
Key Definitions
PeP: Someone who holds (or has held) a prominent public position, including their close family and associates.
Sanctions: Global financial restrictions placed on specific individuals or entities.
How to resolve a flag
The Carwow Wallet team will work with Airwallex to conduct "Additional Due Diligence" to confirm if the match is accurate. To speed up this process:
Check your email: Follow the specific instructions sent to you.
Provide documentation: You may be asked for ID or further details to prove you are not the person on the list.
Respond promptly: Delays in providing info may lead to account restrictions.
What happens next?
Once Airwallex reviews your information, they will make a final decision.
If cleared: Your Wallet will be fully reinstated.
If not cleared: Your Carwow Wallet may be closed. Any remaining funds will be returned to your linked withdrawal account.
Note: Even if your Carwow Wallet is closed, your main Carwow account remains active. You can still participate in auctions and buy cars; you will simply need to arrange payments outside of the Wallet platform.
Need further assistance?
If you have questions or need help, the Carwow Wallet team is available via your preferred channel:
Webform: Submit a support request
Phone: 020 4586 4000 (Select Option 3)
Email: wallet@carwow.co.uk