Your Wallet is on hold because a daily screening check found a possible match to someone on a watch list. It's a temporary pause while we confirm the match isn't you. Follow the instructions in our email to get it cleared as quickly as possible.
What to do
Check your email and follow the instructions we've sent.
Send what we ask for. This may be ID or other details showing you're not the person on the list.
Reply promptly. Delays can lead to further restrictions on your Wallet.
What to expect
If the match is cleared: your Wallet is fully reinstated.
If it isn't cleared: your Wallet may be closed, and any remaining balance is returned to your predefined withdrawal account.
Even if your Wallet is closed, your Carwow account stays active. You can still join auctions and buy cars – you'll just need to pay outside the Wallet.
Things to know
To meet financial regulations, our payment partner checks every account daily against three types of list:
Politically Exposed Persons (PEP): people who hold, or have held, a prominent public role, and their close family and associates.
Sanctions: people or businesses under international financial restrictions.
Adverse media: negative news reports linking a person or business to financial crime or similar wrongdoing.
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