Our automated system will lock your withdrawal function under certain circumstances. If this has happened to you, you may want to understand why.
To pinpoint the exact reason, take a look at the common causes that trigger this feature.
Negative Account Balance
You may see an error saying that your withdrawals are suspended due to risk management. This error indicates that our payment provider acknowledges one of the following may have occurred:
- The authorized deposit was revoked by the bank institution.
- There were insufficient funds on the bank account while processing the deposit.
- The bank account was closed prior to our firm processing the deposit.
- The funds are unavailable on the bank account.
You can see the status of your deposit by viewing your deposit & withdrawal history.
To restore access to your account, we'll need you to settle the dispute by making a new deposit.
How to restore access:
To regain access to your account, please check your deposit history or your email for any email notifications. We'll need you to make a new deposit to cover any outstanding negative balance on the account before access can be reinstated.
Please contact us thereafter, and our team will be happy to help you with the next steps. Note it will take our team roughly five business days to reinstate access.
Another reason we may lock your withdrawal function is because our firm needs to verify your identity. Please contact our team, and we'll ask for the necessary documentation.
Recent Account Changes
Occasionally, we may need to lock your account if you have made recent changes to it. For example, if you have reached out to our team to reset your two-factor authentication, we may have to disable your ability to withdraw.
In these cases, please wait 48 hours for your ability to be reinstated.
Some examples of policy violations include:
- Using false information.
- Using the platform in an unlawful manner.
- Facilitating viruses.
- Using an anonymizing proxy.
- Engaging in suspicious behavior.
If you are unable to withdraw or trade, we are here to help. Please reach out to our team and we will be happy to assist with your case.