Frequently Asked Questions
Answers to the most common questions about crypto exchange blocks and our service.
We act as your external compliance team for your case. We study your transactions, documents and correspondence, check wallets and recent transactions, and help you structure the information and prepare replies to the exchange's requests.
You communicate with the exchange yourself through its official channel and stay in control of the process. The decision is always the exchange's.
No. We are an independent consulting service and are not employees or partners of any crypto exchanges.
The initial consultation is free. We analyze your situation and offer an action plan. The cost depends on the complexity of the case.
We cannot guarantee account unblocking, as the final decision is made by the exchange and/or authorized authorities.
The prepayment covers our team's work — case analysis, document preparation and support in your communication with the exchange — and is non-refundable. The success fee is charged only after you have withdrawn the funds from your exchange account: if the account is not unblocked, there is no success fee.
If the account was blocked by law enforcement on legal grounds, the client will be offered verified lawyers and specialists who can be engaged to protect their rights and legitimate interests.
We reply quickly; the time depends on the time of day (Mon–Fri, 10:00–19:00 GMT+4).
Once a case is launched, a dedicated communication channel (working group) is created where you receive real-time updates, direct contact with the team, and quick decisions without delays.
For effective work, it is important for us to receive a complete and accurate description of the situation — in such cases, every detail can play a decisive role.
Usually, at the first stage, the following is sufficient:
— description of the situation
— screenshots of exchange notifications
— your Telegram for communication
During the process, additional confirmations may be required, including:
— source of funds (Source of Funds)
— bank statements
— transaction documents
Important: the client must be ready to promptly provide such data — this directly affects the speed and outcome of the work.
We never request passwords or access to your account.
We work as your external compliance team, taking on the resolution of the blocking issue — regardless of the specific exchange.
We handle cases on all major platforms, including Binance, OKX, Bybit, Kraken, Coinbase, KuCoin, Gate.io, HTX, MEXC, and many others.
In some cases, we encounter situations where the 'exchange' is not actually a regulated platform and shows signs of fraud. In such cases, the work shifts to a different format:
— an investigation is conducted
— the jurisdiction is determined
— legal procedures are initiated, including filing reports with law enforcement
We identify the type of case in advance and propose an appropriate action strategy.
KYC (Know Your Customer) and AML (Anti-Money Laundering) are identity and fund origin verification procedures. Exchanges are legally required to perform them. Blocks can occur due to incomplete verification, suspicious transactions, or document issues.
Your information is used to prepare and support your case; details are in the Privacy Policy at /privacy-policy.
You can submit a request on the website, write to our Telegram bot @UnblockExchange_bot, or send an email to support@unblock.exchange.
No. We do not ask for access to your exchange account, passwords or two-factor codes. You communicate with the exchange yourself through its official channel and stay in control of the process; we study the transactions, documents and correspondence and help you prepare the replies.
No. We are not a recovery service and we do not chase stolen assets. Our work is restricted accounts and held withdrawals on exchanges and exchange services.
Cases are handled by compliance specialists. Where a case needs a formal legal route, legal partners in the exchange's jurisdiction may be involved.
No. The retainer pays for the team's work and is not refundable. The success fee is charged only after you have withdrawn the funds from your exchange account; if the account is not unblocked, there is no success fee. The terms are fixed in the contract.
The first consultation is free. Before paid work begins we study the situation, agree the terms with you and sign a contract.
In our experience cases have taken from 5 to 90 days, and some well-prepared cases 7–12 days. These figures describe past cases, not a period promised to every client, and complex cases can take longer because the review period belongs to the exchange. The timelines page describes this in more detail.
The team checks your wallets and recent transactions with the tools of four analytics providers, looks for possible AML risks and for links to addresses or operations that may have raised the exchange's questions, and works out which documents and explanations may be needed. The exact reason for a restriction can only be confirmed by the exchange.
Yes, and it is useful: you can ask for the reason of the restriction and the list of documents it requires. Avoid sending detailed explanations at random, because contradictions in answers already sent can seriously complicate a case.
That does not always mean nothing more can be done. We study the history of the contact, the documents and the transactions to assess which steps remain. We speak honestly about the difficulties and do not promise a result in advance.
Form of payment alone does not prove anything; what can be checked is what a provider promises, what it charges for and whether it works under a written contract. We do not guarantee unblocking or an exact date, we do not ask for a “tax”, a “deposit” or an “exchange fee” for lifting a restriction, we do not claim to have a person inside an exchange, and we work officially under a contract through a company registered in Dubai.
Be careful. The FBI's Internet Crime Complaint Center has warned about fictitious “recovery” operators who approach people who have already lost access to funds and ask for payment up front (ic3.gov public service announcements PSA240624 and PSA250813).
Binance states that not all account restrictions are open to appeal, including holds that come from law enforcement or regulatory authorities. Where that is the source of a hold, the exchange is not the only party that decides.
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Guides from our blog
Each one goes deeper than the answer above.
- Binance account freezes: how the official appeal process works
- Bybit account freezes: common reasons and the appeal route
- Kraken source of funds verification, step by step
- How to prove your source of funds to an exchange
- Why an exchange freezes an account
- Failed KYC on an exchange: what to do next
- Crypto unfreeze service cost explained
- Crypto account unfreeze: what to expect
- Fake unblocking scams and the FBI/IC3 warning
- Real unblocking service vs scam: 12 signs
- Who is behind Unblock.Exchange