Why is my account frozen and how do I unfreeze it?
Why is my account frozen?
Some or all of your account functions are restricted if your activities require further risk assessment based on our platform's security policies. To solve this, you can either adhere to the provided instructions or connect with our customer support.
Please refer to the following conditions if, when using the platform account, some account functions are restricted or assets are locked.
There are several reasons behind it, but the usual causes for restrictions are:
Incomplete identity verification
For security reasons, our platform requires all users to complete their identity verification. If your verification is incomplete, incorrect, or flagged for inconsistencies, your account may be restricted. To resolve this, check your identity verification section and ensure all required documents are submitted correctly.
Unverified source of funds
In certain cases, we may require additional information from you to comply with regulatory requirements. To continue using our services without interruption, please visit the Verification Center to review and submit the necessary details or documents.
Payment disputes or chargebacks
If you're involved in a payment dispute, such as a chargeback on a fiat deposit or fraudulent transaction report, your account may be restricted until the issue is resolved. You may need to provide supporting documentation to verify your claim and restore full access.
Judicial restriction
To create a compliant and safe trading environment, our platform always cooperates with judicial authorities from various countries and regions. We'll restrict some or all of your account functions according to the judicial letter that we received.
How do I unfreeze my account?
If your account is locked, there are three ways you can unlock it:
Check your email for any action required from you and complete it
Contact Customer Support if you need further assistance
Additionally, selected users are allowed to go through a self-unfreeze process by going through the steps below:
From the home page, you may proceed to the Task Center by selecting the Restore your account banner to self-unfreeze or;
Restore your account from the home page
Select the Menu option and once in the Main menu, select Restore your account banner to load the Task Center page.
Restore your account from the Menu section