When a trading platform’s risk control system flags your account, certain features may become temporarily restricted. Users are typically notified via the email linked to their account with instructions on how to initiate an appeal. It is essential to follow the steps outlined in that message, which often include updating your app and submitting relevant information through a self-service portal.
Once the review is complete and no risks are confirmed, restricted functions are generally restored promptly. Whether or not you contact support, using the self-service appeal process is the required first step.
What to Do When You Trigger Risk Controls
If your account is flagged, don’t panic. Navigate to the app’s homepage, select the “C2C Buy Crypto” option, and follow the on-screen instructions. A pop-up notification should appear with an option to begin the appeals process.
You’ll be guided to submit an appeal with necessary details. Adhering closely to these instructions can help speed up the resolution.
How Long Does the Appeal Review Take?
After you submit your documents, the security team aims to process appeals around the clock. You can check your appeal status and results at any time through the self-service portal: go to “C2C Buy Crypto” → “My” → “Appeal Trading Restrictions.”
Rest assured that the platform strives to complete reviews as quickly as possible and will notify you once a decision is made.
What If I Can’t Provide All Requested Documents?
If you are unable to submit certain documents, make sure to provide a clear and honest explanation. The security team will take your situation into account and respond based on the specifics of your case and the information available.
Transparency is key. The more context you provide, the better the team can assess your case.
Why Am I Asked for Additional Documents Multiple Times?
The security team must review the entirety of your transaction to ensure safety and compliance. Initial documents may reveal the need for more information. This stepped approach helps the team conduct a thorough investigation and resolve the issue completely.
Each request is aimed at gathering enough evidence to close your case satisfactorily.
How Will I Know If My Restrictions Are Lifted?
Once your account is fully reinstated, you will receive an official notification through the self-service appeal channel. You can also check your status anytime under “Appeal Trading Restrictions” in your app.
👉 Check your appeal status here
Can I Still Trade While My Account Is Restricted?
During the review period, some account features may be limited. However, users can usually still trade Bitcoin (BTC) and Ethereum (ETH) on the spot market. Additionally, you can typically reduce or close existing contract positions.
These measures are in place to protect your assets and the platform while the review is underway. We appreciate your patience and understanding.
How to Enable Camera and Storage Permissions for Uploading Documents
If you’re unable to upload payment receipts or other proof, the issue may be due to your phone’s app permissions. To resolve this:
- Go to your device’s application settings
- Find the app in question
- Enable “Storage” and “Camera” permissions
This should allow you to take pictures of documents or upload files directly from your device.
Best Practices to Avoid Triggering Risk Controls
To minimize the chance of activating risk control mechanisms:
- Follow all platform rules related to C2C trading
- Avoid irregular trading behavior
- Do not engage in buying cryptocurrencies on behalf of others
- Refrain from transferring funds for gambling or off-platform illegal activities
- Never assist in transactions linked to fraudulent or high-risk entities
Adhering to these guidelines creates a safer trading environment for everyone.
Frequently Asked Questions
Q: What is the first thing I should do if my account gets restricted?
A: Check your registered email for instructions and submit an appeal through the self-service portal in the app. This is mandatory before any further action.
Q: Can I speed up the appeal process?
A: While review times can vary, providing complete and accurate documentation the first time can help avoid delays.
Q: Will my funds be safe during the review?
A: Yes, your assets remain secure. You can still manage certain trades, such as closing open positions in BTC or ETH.
Q: What kind of transactions commonly trigger risk controls?
A: Unusual activity, such as rapid large-volume trades, transactions with high-risk counterparts, or behavior that violates platform terms.
Q: Can I use the platform while the appeal is underway?
A: Some features may be limited, but basic trading in major cryptocurrencies is often still available.
Q: Who can I contact if I need more help?
A: Always use the official self-service appeal system first. For complex issues, you may contact support, but be sure to have your appeal reference number ready.
Maintaining transparent and compliant trading behavior is the best way to avoid interruptions. If issues arise, respond promptly and cooperate with the security team for a swift resolution.