If you see "account suspended," "user disabled," or "restricted" when logging in to Rollo Ship, your account was flagged by Rollo's security systems for activity that may not align with the Terms of Service. Suspensions can only be reviewed and lifted by Rollo's review team, so the path forward is to submit an appeal and work with Rollo support. There is no self-service way to reverse a suspension.
Support agents cannot see or share the specific reason your account was suspended. Only the review team has that information, and they will contact you by email if they need anything.
Rollo uses automated fraud detection along with manual review to protect accounts and payment cards. A suspension does not always mean you did something wrong. It means the system found activity that needs a closer look.
Common triggers seen in real cases:
1. Package details that do not match. The dimensions or weight entered in Rollo Ship did not match the actual package. This is one of the most common causes.
2. Suspected account compromise. If someone else gains access to your account and creates labels, Rollo may temporarily disable the account while it investigates. This protects you and your payment method.
3. Shipping prohibited or illegal items
4. Chargebacks or a negative balance. Disputing Rollo charges with your bank can leave a negative balance on your account. Unpaid balances can lead to suspension.
5. Unusual account activity. Things like adding funds from a new card, rapid password changes, or activity patterns that look out of the ordinary can trigger a security flag.
6. Violation of Rollo terms of service.
1. You cannot log in or buy labels until the suspension is lifted.
2. Funds in your account are held while the account is suspended. Refund requests cannot be processed on a suspended account.
3. If no appeal is submitted, funds can be held for up to 180 days. After that, the account may be terminated, and any remaining funds (after any amounts owed are offset) are returned upon request.
Contact Rollo Support
Rollo does not guarantee a timeline for suspension reviews. In resolved cases, simple reviews were completed within a day or two, while cases involving account compromise or bank disputes took longer, sometimes several weeks. Customers who submitted a complete appeal and responded promptly to follow-up emails generally received a favorable outcome.
Two things to know while you wait:
1. Account security cases are handled by email only, not by phone or chat. This keeps a written record of the case. Watch your inbox and spam folder, and reply directly to emails from the review team.
2. Chat and phone agents cannot lift a suspension or speed up the review. They can check whether the review team has emailed you and escalate your case.
If you see labels you did not create, or charges you do not recognize:
1. Contact Rollo support right away and report the unauthorized activity.
2. Change your password immediately.
3. Your account may be temporarily disabled while Rollo investigates. This is a protective step. Support will notify you when it is reactivated, and you may be asked to reset your password again before logging back in.
Contact support about refunds for unauthorized labels before disputing charges with your bank. In past cases, bank disputes created a negative balance on the Rollo account, which kept the account suspended and made resolution slower. Support can request refunds through the carrier and route refund or payment questions to the right team.
* If your account was disabled after a bank dispute, contact support.
* In resolved cases, customers were asked to cancel the dispute with their bank, after which support confirmed it and restored the account.
* If a negative balance remains, support can submit a payment plan request on your behalf. Approval for payment plans can take up to 10 business days, and support can give you status updates while you wait.
1. Enter package types, weights, and dimensions accurately every time.
2. Use a strong, unique password for your Rollo Ship account and do not reuse it on other sites.
3. Contact support instead of filing a bank dispute if you see a charge you do not recognize.
Still stuck? Start a chat with Rollo support, and an agent can check your case status and escalate it to the review team.