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.