Groww Fin Article

Title: Cross-Border Payment Support — What You Need to Know

This article covers the most common questions customers ask 
during a payment investigation, security hold, or account 
limit review.

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## Why was my account transfer limit lowered?

Your transfer limit is set dynamically by our risk scoring 
model and is reviewed continuously based on three factors:

Transaction velocity
If your account processes a high volume of transfers in a 
short period, the model may reduce your limit as a precautionary 
measure until the pattern is reviewed by a compliance analyst.

Risk score changes
If your account risk score increases — due to flagged 
transaction behaviour, destination country risk ratings, 
or unusual transfer amounts — your limit may be adjusted 
automatically without prior notice.

Regional regulatory requirements
Certain APAC jurisdictions require platform operators to 
enforce lower transfer thresholds for accounts operating 
in specific corridors, such as Sydney to Tokyo or 
Melbourne to Manila.

What you can do:
You are entitled to request a manual review of your limit 
within 14 days of the change. A compliance analyst will 
assess your account history and, if appropriate, restore 
your previous limit within 3 to 5 business days. To request 
a review, contact support and ask for a Limit Review Request 
to be lodged on your account.

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## How long does a SWIFT trace take?

When a cross-border transfer does not arrive at its destination, 
we initiate a SWIFT trace through the correspondent banking 
network. This process follows a standard timeline:

Day 1 to 2
We submit a trace request to the originating bank and 
flag the transaction reference with the SWIFT network. 
You will receive a trace reference number to quote in 
any follow-up.

Day 2 to 3
The correspondent bank in the destination country is 
contacted. They are required to respond within one 
business day of receiving the trace request.

Day 3 to 5
If the funds are located at an intermediary bank or 
held under a compliance flag, they are released and 
credited to the destination account. If the trace 
cannot locate the funds within 5 business days, the 
case is escalated to our Fraud and Compliance team 
for a formal investigation.

Most cases are resolved within 2 to 5 business days. 
Complex cases involving multiple correspondent banks 
or regulatory holds may take longer.

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## Who will contact me about my Security Hold?

When a Protective Security Hold is placed on your account, 
a member of our Fraud and Compliance team takes ownership 
of your case immediately.

What happens after the hold is placed:
A specialist will contact you within two business hours 
of the hold being initiated. They will reach out via the 
primary contact method on your account — either phone 
or email depending on your communication preference.

You do not need to call us or follow up. The specialist 
will have access to your full case brief, which includes:

— Your transaction details and trace reference
— The risk score that triggered the hold
— All conversation history from your support interaction
— Any additional flags identified during the security scan

You will not be asked to repeat information you have 
already provided.

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## Can I still make transfers while a Security Hold is active?

No. When a Protective Security Hold is placed on your account, 
all outbound transfers are suspended until the hold is cleared 
by a Fraud and Compliance specialist.

This includes:
— Single and batch cross-border transfers
— Scheduled or recurring payments
— Internal transfers to sub-accounts

Inbound transfers and account visibility are not affected. 
You can still view your balance, download statements, and 
receive incoming funds during a hold period.

How long does a hold last?
Most holds are reviewed and resolved within two to four 
business hours of being placed. If the investigation 
requires additional documentation from you, the specialist 
will contact you directly with a specific request.

Once the hold is cleared, your account returns to its 
previous transfer permissions automatically. You will 
receive a confirmation notification when access is restored.