Your Changelly account
is blocked?
Changelly keeps no balances, so on Changelly it is usually a swap, not an account, that gets held: a transaction its risk scoring flags is put on hold until the AML/KYC checks are done. Its own policy says what those checks ask for, and how long refunds take.
We are not employees of Changelly. Independent consulting.
Your account has been temporarily restricted due to unusual activity. Withdrawal and trading functions are currently unavailable.
Triggered: Terms of Use violation
Case ID: #BNX-2847-QRST
Last updated: 2 minutes ago
cases reviewed
average first response time
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24h Volume
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Jurisdiction
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Year established
2015
Select what matches your situation
The coins were sent, and nothing has arrived.
Transaction on hold
Your exchange is on hold pending an AML/KYC check.
What it means
Changelly states that it may put a transaction on hold if its risk scoring system flagged it, and that the exchange then waits for the AML/KYC procedure.
What Changelly requires
Passing KYC, through the route that matches where the swap was started: your Changelly account, the link on the transaction page, or Changelly's compliance team for swaps started through a partner.
Your first step
Find the route first. A registered user is emailed and verifies through the widget in the account; a swap made through a partner's service waits until you contact Changelly's compliance team.
Can't find your case? Click 'Analyze my case' — we'll review the wording together.
Why Changelly puts a swap on hold
Changelly's Terms of Use state that it does not provide custodial services and that in limited cases, such as the need to carry out an AML/KYC procedure, an exchange may be delayed. Its AML/KYC Policy and FAQ name what triggers that procedure.
The risk scoring system flagged the transaction
Changelly's AML/KYC Policy states that a transaction spotted by its risk scoring system as suspicious is put on hold. It monitors transactions in real time, and sudden swaps of big amounts can be flagged as low, medium or high risk.
Mixers or black-market wallets in the coins' history
Changelly's FAQ lists detecting mixers and black-market wallet addresses among the cases its system flags. The trigger is where the coins have been, which is not always something the sender chose.
Several accounts, disposable emails or a doubtful KYC
Its Terms allow one Changelly Account per user and prohibit multiple accounts. The FAQ names multiple accounts on disposable emails, and attempts to cheat during KYC, as flags in their own right.
A higher-risk profile that calls for enhanced checks
The Policy lists untraceable cryptocurrencies, activity from higher-risk countries, transfers above the FATF threshold and politically exposed persons as higher risk. Enhanced due diligence for them includes checking the source of funds.
An investigation, or a restricted location
An ongoing investigation concerning the customer is on the same higher-risk list, and Changelly may suspend the processing of any transaction when it determines the user is accessing the service from, or is resident in, a restricted location.
A hold is not a failed swap. Changelly's FAQ says an ID check usually takes no longer than 24 hours, and also that a review involving other parties can take weeks or even months, with no estimate it can give in advance.
5 things that will make the situation worse
Do not share your transaction details outside Changelly
Changelly's Terms say never to share your Changelly ID, transaction hash, recipient address or account email with anyone except Changelly representatives.
Do not send edited or borrowed documents
Fake or edited documents are a named reason for rejection, and the Policy allows the account to be blacklisted when the information provided is false or misleading.
Do not open a second account to get around the hold
The Terms allow one Changelly Account per user, and multiple accounts are one of the patterns the risk scoring flags.
Do not re-send coins to the old pay-in address
Changelly's pay-in addresses are single-use; coins sent to one again cannot be processed automatically and wait for manual handling.
Do not expect a refund because the rate moved
Changelly states that it refunds only when the funds reached its address and the transaction was not completed, not because the user dislikes the rate.
Never share the details of your transaction, including, but not limited to, your Changelly ID, the transaction hash, recipient address and/or e-mail related to a Changelly account, with anyone except Changelly representatives.
— Changelly, Terms of Use
What to check first on Changelly
Check your email and the transaction page
A registered user is emailed what the check needs. On an anonymous swap made on the website, the KYC link appears on the transaction itself.
Verify through Changelly's own widget
KYC is submitted inside your Changelly account through the Sumsub widget on changelly.com, or through a link Changelly's compliance team sends you.
Find your case in the refund policy
Changelly publishes refund categories with and without an ETA, and the cases it cannot refund at all. Knowing which applies tells you what to ask for.
Talk to Changelly through its own channels
Support runs through the live chat on the website and in the app, and through tickets. Its Terms say to share transaction details with Changelly representatives only.
What Changelly may ask you for
Changelly's AML/KYC Policy and KYC guide name the documents. Most users are never asked; a flagged transaction is where the list starts.
A valid government-issued ID
A passport, driving licence or similar document bearing a photograph, valid in your country and for at least one month from the date you submit it.
A picture or video of you holding it
Changelly uses it to confirm that you are the rightful owner of the ID you sent.
Your name, date of birth and address
The Policy lists the full name, date of birth and residential address among the information it collects for a flagged transaction.
Proof of the source of funds
An explanation of how you obtained the coins, with exchange accounts showing a trading history, receipts from cryptocurrency sellers, bank statements, screenshots or proof of mining.
A refund address, if the swap is to be reversed
For a floating-rate swap, the refund period in the Terms runs from the moment you confirm the refund address.
Changelly publishes three different clocks: an ID check usually within 24 hours, refunds from one hour to 20 business days by category, and a review involving other parties that can take weeks or months and cannot be estimated. This page does not promise any of them.
Block risk assessment
Answer 8 questions — we'll show the block type and recommendations for Changelly.
#Q1 of 8
When was your account blocked?
What we actually do
Work out which hold you are in
A KYC request, a source-of-funds check, a slow refund and a rejected verification each have their own route and their own clock.
From: compliance@changelly.com
Your account flagged for suspicious activity. Please complete KYC verification.
Trace the coins before they reached Changelly
Mixers and black-market wallet addresses are named flags. If the coins passed through one, the explanation starts upstream of your own wallet.
Write the source-of-funds account
One clear account of where the funds came from, written before the evidence is chosen, so the documents support it instead of contradicting it.
DO
Clear facts
Documents
DON'T
Emotions
Threats
Assemble the proofs Changelly lists
Trading history, seller receipts, bank statements or mining records, matched to the explanation and to the transaction that was held.
Be straight about timing
Changelly says some reviews take weeks or months. We say so at the start rather than let a deadline we cannot control set expectations.
The decision is always the exchange's. What we control is that your case reaches it complete, correct and on time.
Frequently asked questions
Why is my Changelly transaction on hold?
today 14:23
Changelly states that it may put a transaction on hold if its risk scoring system flagged it. Its FAQ names multiple accounts on disposable emails, attempts to cheat during KYC and the detection of mixers or black-market wallet addresses among the triggers, and its AML/KYC Policy adds sudden swaps of big amounts.
unblock.exchange · today 14:23
How long can a Changelly transaction stay on hold?
today 14:30
Changelly says an ID check usually takes no longer than 24 hours, sometimes longer for security reasons. It also says that checking a transaction can take several weeks or even months when different stakeholders are involved, that most cases do not need such a lengthy investigation, and that it cannot estimate the time in advance.
unblock.exchange · today 14:30
Does Changelly require KYC for every swap?
today 14:37
No. Changelly states that KYC is not a requirement for every user and is asked for when its risk scoring flags a transaction. A user can pass KYC in advance through Changelly's compliance team, after which further crypto-to-crypto exchanges are marked as verified, although Changelly may still ask for additional verification later.
unblock.exchange · today 14:37
What proof of source of funds does Changelly accept?
today 14:44
Its AML/KYC Policy lists exchange accounts with a trading history, receipts from cryptocurrency sellers and proof of mining activity; its KYC guide adds bank statements and screenshots from an exchange or trading platform, together with an explanation of how the funds were obtained.
unblock.exchange · today 14:44
How long does a Changelly refund take?
today 14:51
It depends on the category. Changelly's refund policy gives up to one hour for a fixed-rate transaction, one to two business days for easy cases such as a bad rate or a deposit timeout, up to seven business days for medium ones and up to twenty for hard ones. Some cases have no ETA, and some cannot be refunded at all.
unblock.exchange · today 14:51
Is Changelly a custodial exchange?
today 14:58
Changelly's Terms of Use state that it does not provide custodial services and does not store crypto assets on deposits or balances. Coins are sent to a one-time Changelly address for a single swap, which is why a hold on Changelly affects a transaction in progress rather than an account balance.
unblock.exchange · today 14:58
Other exchanges
The same block scenarios play out on other platforms.
Tell us what happened
Tell us what happened with your Changelly account, attach email screenshots. We'll review the situation, assess risks, and suggest a course of action.
Fully confidential. No account credentials required.