Overview 

Astra’s best in class risk mitigation solution is working around the clock, 24/7/365 to protect your business from bad actors and fraudulent behavior. When Astra detects that a User is partaking in fraudulent activity, whether by connecting accounts they don’t own, filing chargebacks, or transferring funds in such a way that matches money laundering patterns, Astra will suspend the User from the Astra Platform.

Astra reserves the right to and in some cases is obligated for compliance reasons to suspend Users from our platform who are exhibiting fraudulent or suspicious behavior. Astra also reserves the right to keep a User suspended indefinitely. 

What Happens When A User Is Suspended? 

When a User gets suspended from Astra’s Platform, they'll be restricted from using all of Astra’s services, including making new transfers. The status of the User will change from approved to suspended. Most clients subscribe to webhooks so that they are notified in real-time when this status change occurs so that they can take appropriate measures on their end, to restrict user capabilities through their application.   

In addition to the User’s status changing, we pipe a suspension reason through to the User’s profile in your Astra Dashboard.

Why Was This User Suspended?

There are many reasons why a User may get suspended from our Platform. Most commonly, Users get suspended for connecting accounts or debit cards they don’t own, having ACH Transfers that yield specific returns codes (i.e. R10), filing a chargeback for an instant transfer, having too many failed transfers in a short period of time for specific reasons, or for conducting transfer behavior that matches known Money Laundering patterns. 

In short, we suspend users for potential fraudulent, illegal activity to remain in compliance with our partner banks, the networks, and the US government. Suspensions help protect Astra and your Business from potentially irreparable harm. 

Suspension Challenge

If Astra has automatically or manually suspended a user for transfer-related activity on the Astra Platform, you can contest the suspension by submitting the following information to compliance@astra.finance or via the Astra User Approval Review Request available in the Support Portal, which will be reviewed by members of the Compliance Team at Astra:

Documentation related to KYC:

• Full name

• Address

• DOB

• Type of identification provided

Amount of time the person has been on your platform

Summary of the user’s transaction history on your platform

From user:

• Details on source of funds for account

• Details on use of account

Any additional relevant information. May include:

• If user is using direct deposit

• If Astra is used for Debit only, details on any connected financial accounts 

Note: please do not direct the suspended User to Astra, as we do not communicate directly with your Users. Please reference your Astra contract for information regarding Level 1 support.

You can expect a response between 1-2 business days.