Account Suspension Queries

Modified on Wed, 07 Feb 2024 at 01:52 PM

Account Suspension: What to Do Next

If you’ve encountered an account suspension message, there might be various reasons behind it. Below, we’ll outline some common causes and steps to resolve the issue.

Possible Reasons for Account Suspension:

  • KYC Documentation Issues:
  • Your proof of address, location details, or ID documents might have encountered verification problems.
  • Transaction Concerns:
  • We strictly comply with Anti-Money Laundering (AML) regulations, which means certain transactions could trigger security measures. Additional documentation might be required for verification.
  • Location Restrictions or VPN Usage:
  • Using a VPN or having unmatching IP locations could lead to account suspension based on location restrictions.

Resolving an Account Suspension Query:

  • Contact Customer Support:
  • Reach out to our dedicated customer support team through our official portals for assistance.
  • Email us at help@cryptowallet.com if our compliance team hasn’t contacted you yet.
  • Utilize the Security Center:
  • If you have access to your Security Center within your account, navigate to the Checks section. Here, you'll find the necessary checks required to reactivate your account.


How to Proceed:

For a swift resolution to your account suspension, get in touch with our customer support team or check your Security Center for the specific checks needed. We’re here to assist you promptly.

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