When your account is frozen

Begin by gathering information: in-app notifications, your registered inbox and the spam folder. A freeze usually comes with a stated reason and a required action. If it is administrative — an expired identity document, an address you never updated, a re-confirmation of your trading purpose — submitting what they ask for is often enough to resolve it.

Then take stock of your own side. Trading at amounts or frequencies far outside your norm, receiving funds from someone you do not know, sharing your account details, or several people using one account will all attract restrictions. Letting someone else use your account is a breach of the terms, and if it is used in a crime, you not only lose the account — you become a subject of the investigation.

Sometimes no reason is given. While checks required by law are under way, an operator may be unable to explain. That is the nature of the procedure, not dishonesty. All you can do is provide what is requested promptly and answer accurately. Pushing will not speed it up.

Always make contact through the official channel: the official app, or the official site via a bookmark you saved. A freeze is an emotional moment, and people show up to exploit it, claiming they can lift it or that they know someone inside. These are scams without exception — either an upfront fee you never recover, or account details handed over and the remaining assets gone.

Once it is resolved, make a repeat less likely: keep your registered information current, use the account only yourself, and do not accept deposits from people you cannot identify. Those three habits prevent most administrative freezes.