My account has been blocked or terminated
The heart of the matter
- A genuine block or fraud? "Your account will be blocked" is one of the most common phishing tricks. Check in the official app or via an address you type in yourself, not via a link in the message. Never enter a password, PIN, TAN or ID photos through such a link.
- Which service blocks you determines the rules. For online platforms the Digital Services Act applies, with a statement of reasons, complaint and out-of-court dispute settlement; complaint and dispute settlement do not apply to very small platforms (Art. 19 DSA). For banks and payment services, mainly the BGB (German Civil Code) and the Zahlungskontengesetz (Payment Accounts Act) apply, for example a notice period of at least 2 months for ordinary termination. For e-mail and private messaging services, contract law mainly applies.
- Complaint, dispute settlement, supervision and court are different routes. Through the internal complaint, the platform re-examines its own decision. A certified dispute settlement body is neutral, but its decision is not binding. The Bundesnetzagentur (Federal Network Agency) acts against the platform's violations, but does not decide your individual case. The route to court remains open alongside.
- Private or commercial? Anyone who sells commercially to consumers via a platform additionally has rights under the P2B Regulation, for example a statement of reasons generally at least 30 days before a complete termination. In return, the special places of jurisdiction for consumers do not apply, and consumer advice centres generally only advise private individuals.
- Blocked does not mean: money lost. Balances and outstanding payouts are a separate point alongside the block itself. Demand them back in writing, stating the amount, customer number and a reasonable deadline.
How the roadmap works. Answer the questions. Your roadmap is built from your answers. It shows what you should do immediately, which deadlines are running and who can help you. The most important thing first: check first whether the message about the block is genuine. Many e-mails saying "Your account will be blocked" are fraud. Then secure evidence before content disappears. This roadmap is general information and does not replace legal advice in an individual case.
Your answers are not stored or transmitted; they only appear in your browser's address bar. Anyone who shares the link also shares the answers. Legal position as of November 2026: Digital Services Act (Regulation (EU) 2022/2065, fully applicable since 17 February 2024), in particular Art. 16, 17, 19, 20, 21, 23, 53; Digitale-Dienste-Gesetz (§ 12 Abs. 1 DDG: Bundesnetzagentur as competent authority; § 14 Abs. 1 DDG: Digital Services Coordinator at the Bundesnetzagentur); P2B Regulation (EU) 2019/1150 (Art. 1, 4, 11, 12); BGH (Federal Court of Justice), judgments of 29 July 2021, III ZR 179/20 and III ZR 192/20; DSGVO (Art. 12 Abs. 3, Art. 15, Art. 20); BGB §§ 314, 675e Abs. 4, 675h; Zahlungskontengesetz (§§ 31, 35, 36, 42, 43, 48); UKlaG § 14; Brussels Ia Regulation (EU) Nr. 1215/2012 (Art. 17, 18).
Your situation
Your roadmap
As of November 2026. The roadmap arranges general information according to your answers. It does not review an individual case, does not replace legal advice and does not assess your dismissal or any deadline as valid, met or missed. Whether an entitlement exists is decided by the responsible office; deadlines and amounts change often – check important details with an advice centre.
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On a decision, deadline, application or responsibility. You get an answer with the matching page, the responsible office and the next step, usually within two working days. No legal advice in individual cases, no sharing of your data.