If an unauthorized payment is reported on your Snap! Spend account, all accounts associated with your club will be temporarily frozen. This is an automatic protective measure implemented by our banking partner.
When a returned payment is flagged as unauthorized, the system triggers a freeze across related accounts to help prevent potential fraud and safeguard funds. This ensures any suspicious activity is contained while your organization reviews and resolves the situation.
What causes this?
This is typically caused by a previously completed invoice payment being later reported as unauthorized by the payee through their bank (e.g., a parent makes a payment and subsequently flags it as fraudulent with their bank).
Note: This is different from a Snap! Spend debit card being frozen. Debit cards may be frozen due to suspected fraud, and those situations are handled separately. If you see a debit card that’s been frozen for suspected fraud, please have the cardholder contact Customer Support as soon as possible.
For information on Snap! Spend debit card disputes, see this article.
Who can unfreeze the account?
Only Program users can unfreeze the account. Group Staff users will be notified of this with a banner listed at the top of the platform, although they will not be able to unfreeze the account:
How do I unfreeze the account?
As a Program Admin, you can unfreeze your account directly within the Snap! Spend dashboard. Once you log in, you’ll see a banner on your dashboard with an option to unfreeze your account.
Important: Before unfreezing, please take a moment to review your account and ensure everything appears normal and secure.
After reviewing select: "Unfreeze".
You can verify the unfreeze is in progress as a message will be displayed once it has started, and once the unfreeze has completed:
Unfreezing time may vary depending on the number of accounts within the organization.
Still have questions or need help? Please reach out to us directly at spend.support@onsnap.com or by phone at 276-531-9260.
Spend is a financial technology company and is not a bank. Banking services provided by Thread Bank; Member FDIC. The Spend Visa Debit is issued by Thread Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa cards are accepted.
Your deposits qualify for up to a maximum of $2,500,000 in FDIC insurance coverage when placed at program banks in the Thread Bank deposit sweep program. Your deposits at each program bank become eligible for FDIC insurance up to $250,000, inclusive of any other deposits you may already hold at the bank in the same ownership capacity.
You can access the terms and conditions of the sweep program at https://thread.bank/sweep-disclosure/ and a list of program banks at https://thread.bank/program-banks/. Please contact customerservice@thread.bank with questions on the sweep program.