How to Freeze and Unfreeze Your Account
Here you’ll learn how to freeze and unfreeze your account so you can quickly get help should you face a security threat.
Contents
Freezing Your Account
Unfreezing Your Account
1. Freezing Your Account
You may promptly suspend your account through the following methods:
1) When performing sensitive actions, you’ll receive a confirmation email which also contains a freeze link. Click the link to immediately freeze your account. Scenarios that will prompt this confirmation email include:
- Unusual IP activity
- Login notifications
- Changing or unlinking your phone
- Changing or unlinking your email
- Changing or resetting your trading password
- Changing your login password
- Creating or modifying APIs
- Withdrawals
- Freezing and unfreezing your account
- Others
The email you will receive would be like the below:
2). If you’re already logged in, an emergency freeze can be done in the following way:
Selecting your profile → Account Security → Freeze Account
3). If you suspect your account or email is compromised and you can’t log in to your KuCoin TR account, please contact our customer service immediately. Once we’ve verified your identity, your account will be promptly frozen.
2. Unfreezing Your Account
Once you are sure your account is secure, you can unfreeze it through a self-unfreeze or by contacting customer support for a manual unfreeze.
1) Self-Unfreeze
If you froze your account on your own, you’ll need to submit a self-unfreeze request.
Log in to your account. A pop-up should appear, requesting you to complete security verification. Enter your trading password and verification code that you’ve received (via email or text) to verify your account. Then, follow the remaining prompts to complete Identity Verification and submit a self-service unfreeze request.
Note: You can only self unfreeze your account 24 hours after you frozen your account.
2) Manual Unfreeze
If your account was frozen for other reasons and you can't log in, withdraw, or trade, please contact online chat. We'll investigate the causes and unfreeze your account as soon as possible.
We hope this article has been helpful. If you have any other questions, please reach out to our customer during 09:00 am-24:00（UTC+3）support via online chat or submit a ticket.
Happy trading on KuCoin TR!