Revolut blocked access for users with custom OS

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Revolut removed support to users with custom OS on their device

Background

In-app message announcing the custom OS support removal

Revolut Group Holdings Ltd, doing business as Revolut, is a British multinational neobank and fintech company that offers banking services for individuals and businesses. It was founded in July 2015 by British-Russian businessman Nikolay Storonsky and British-Ukrainian software engineer Vlad Yatsenko. As of 2025, the company operated in over 48 countries and caters to over 60 million retail customers globally.

Incident

In November 2024, Revolut pushed an update that removed support to users with custom OS on their device. The change was announced through an in-app message, which was shown after a user tried to log in. The change also affected users whom already had an account and funds at the Company.

Revolut makes it difficult to close affected accounts or resolve issues on custom firmware devices. When attempting to communicate via support email, they insist that users must either wipe their entire device or use a second device, especially if they are using features like Vaults or Savings. Revolut clearly has the ability to delete or block funds, yet refuses to close client accounts and return the funds to the client’s bank account.

While subjective to interpretation, this practice may infringe on users' rights, particularly within the EU.

Under Directive 2015/2366 (PSD2), specifically Articles 68 and 97, Revolut has a legal obligation to guarantee access to payment services for duly authenticated users.

If a user was previously authenticated and had access to their account, which was then blocked prior to a mandatory app update without adequate warning, this may constitute a legal violation.