The Central Bank of Russia issued recommendations to credit institutions on how to communicate with customers when transactions and remote servicing are suspended under cybersecurity and anti-money laundering rules, calling for proactive outreach and clearer explanations of how restrictions can be removed. Banks are advised to contact customers immediately after suspending transactions or remote services rather than waiting for customer applications, and to explain both the restrictions and their grounds. Even if access to online banking is suspended, customers should still be able to contact the bank remotely and receive step-by-step instructions on resolving the issue. Where a bank refuses to lift restrictions, it should explain how the decision can be contested, and if a customer is listed in the regulator’s database of fraudulent transactions, the bank should guide them on applying for removal, including by providing a link to the relevant section of the Bank of Russia’s Online Reception.
Central Bank of Russia 2026-03-25
Central Bank of Russia advises banks to proactively contact customers after blocking transactions and explain steps to lift restrictions
The Central Bank of Russia advised credit institutions to inform customers about transaction and remote service suspensions under cybersecurity and anti-money laundering rules. Banks should provide clear instructions for resolution, even if online banking access is suspended. If restrictions persist, banks must explain contestation procedures and guide customers listed in the regulator’s fraudulent transactions database on removal processes.