My account has been restricted pending verification — what do I do?
Why has this happened? Account restrictions related to verification are put in place when: You've been asked to verify and the process hasn't been completed wi...
Why has this happened?
Account restrictions related to verification are put in place when:
- You've been asked to verify and the process hasn't been completed within the required timeframe
- You've submitted documents but they haven't been approved yet
- Additional documentation has been requested and hasn't been provided
- Our compliance team has flagged your account for manual review
What to do right now
- Check your email — we will have sent you a message explaining what's required and why
- Log in and go to Account Settings → Verification to see your current status
- If documents are required and you haven't submitted them, do so now through the Verification tab
- If you've already submitted and are waiting for a response, check the status on the Verification page
How long will my account be restricted?
Once you've submitted the required documents, most cases are resolved within 24 hours. If manual review is required or additional documents are needed, it may take longer. We'll keep you updated by email at every stage.
Contact support
If your account has been restricted and you're unsure why, or if you're having trouble completing verification, contact our support team via live chat. We're available 24/7 and will do our best to resolve your situation as quickly as possible.
Note: Your funds are safe. A restriction on your account for verification purposes does not affect the balance in your account. Once verification is complete, everything is released immediately.