My access to Wallet has been suspended. What could be the reason
Wallet must meet regulator requirements. Thus, your access may be suspended per our risk management policy. We may not disclose the exact reason for security purposes, but here are some common cases:
Citizenship/residency of a prohibited jurisdiction.
Age restriction. You can start using Wallet once you reach the age of 18 and are considered a legal adult in your jurisdiction.
Multiple accounts. Users are permitted to have only one Wallet account under the Terms of Use. If you have more than one account, refer to this article for guidance.
Unsuccessful verification. For more information about identity verification, click here.
Violation of the User Agreement. Your access can be suspended if you used Wallet for illegal activities or high-risk transactions. This includes connections with darknet, sanctioned exchanges, or fraud. Read more details in our User Agreement.
If your access is suspended, you may be asked to undergo identity verification and provide additional information via Wallet chat. Passing verification and providing the necessary information is mandatory for the access review.
Your documents may take longer to be reviewed, read more about the process here.
If the access is suspended, but I have cryptocurrency, how to withdraw it
In most cases, if your access is suspended, you can withdraw your crypto to a wallet address in a different service.
First, please check if withdrawal is available for you. To do this, in the main menu, select 'Send' → 'External Wallet' and choose an asset to send. Read more about withdrawals, limits, and commissions here.
In case when withdrawal is not available for you:
It is probably because our monitoring system marked your account as high-risk. Read more about the reasons here.
If you have assets on your balance, you need to contact the support team. Our specialists will review your query. Please note that our support team will never DM you first.