During the onboarding process or periodic security updates, failing to provide a clear photo of your Colombian ID or completing face recognition can lead to a temporary block.
If none of these work, use the in-app chat and type to skip the bot. nequi block
| Problem | Quick Fix | | :--- | :--- | | Wrong password (login block) | Wait 15–60 min | | Wrong transaction PIN | Video call inside app | | Account frozen (suspicious) | Chat support in app | | Card blocked (lost) | Request new card in app | | Card blocked (wrong PIN at ATM) | Change PIN in app (or get new card) | | Identity verification required | Upload cédula + selfie | During the onboarding process or periodic security updates,
Nequi is a regulated financial entity (Grupo Bancolombia). Blocks are for your protection, but they can be frustrating – patience and using the official channels will always solve the issue. Blocks are for your protection, but they can
: Court-ordered embargos (e.g., unpaid debts, traffic fines, or taxes).