Frozen balances

Why your wallet balance may be frozen and what to do about it.

Balances may be frozen if: there's a dispute, suspicious activity is detected, or your account is under review.

If your balance is frozen, check your notifications for details. Most freezes are temporary and resolved within a few days.

If you believe the freeze is in error or it hasn't been resolved, contact support through the Help Center or chat.

Your Dukan wallet explained: available balance, pending funds, and transactions.

How to move funds from your wallet to your mobile money or bank account.

How Dukan detects and prevents fraud to keep the marketplace safe.

Still need help?

If this article didn't resolve your issue, reach out to our support team.