Your HitBTC account
is blocked?
HitBTC's own Terms let it suspend an account, refuse a transfer or apply AML/KYC checks at any time, and its help centre publishes one fixed timer: 48 hours after a whitelist change. Which of those you are in decides what to send, and to whom.
We are not employees of HitBTC. 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
supported exchanges
24h Volume
2.4K BTC
Jurisdiction
British Virgin Islands
Year established
2013
Select what matches your situation
You can't sign in, or you can sign in and do nothing.
Account suspended
Access to your HitBTC account has been restricted.
What it means
HitBTC's Terms let it suspend access to all or part of the services, prevent any action on the platform, or terminate the account, with or without prior notice, after a breach of the Terms or any other event it deems necessary.
What HitBTC requires
The notice HitBTC sent, if there was one, and a written request through the Support Center form at the end of the relevant help article.
Your first step
Ask what the suspension rests on before you argue with it. A breach, a residency finding and a compliance review each need a different answer.
Can't find your case? Click 'Analyze my case' — we'll review the wording together.
Why HitBTC restricts an account
HitBTC's Terms of Services state that it may, at any time and in its sole discretion, refuse any transfer, impose limits or impose other conditions on the use of the platform without prior notice. These are the situations its Terms and help centre name.
Verification HitBTC asked for and did not get
Every user undertakes, when opening an account, to pass the AML/KYC procedures HitBTC may apply from time to time. HitBTC describes KYC as a mandatory procedure in which its Compliance department runs background checks on the documents submitted.
Activity picked up by the Risk Management team
HitBTC states that its Risk Management team monitors all trading activity to make sure it conforms to anti-money-laundering and know-your-customer rules, and names detected suspicious activity as a situation where verification matters.
A change to the withdrawal whitelist
Adding a new address to an enabled whitelist, disabling the whitelist, or adding a second address for the same coin in the first 12 hours suspends all withdrawals for 48 hours. HitBTC calls this a security measure and posts a notice on the Account page.
Where you live, or who you are
The Terms list restricted jurisdictions, including the United States, the United Kingdom, Canada, Russia, Ukraine and every member state of the European Economic Area, and bar politically exposed persons and their close associates from the platform.
A breach of the Terms, or an event HitBTC deems necessary
The suspension clause covers a breach of the Terms or 'any other event as We may deem necessary'. The prohibited conduct includes providing false or misleading information and using another user's account without authorization.
Only the whitelist suspension comes with a published clock. HitBTC publishes no review time for a compliance restriction or a suspension, and this page does not invent one.
5 things that will make the situation worse
Do not call a 'HitBTC support' phone number
HitBTC states it has no phone or voice support, and asks users to hang up on anyone claiming to be a HitBTC support representative.
Do not sign in through a link someone sent you
HitBTC states that its one and only address is hitbtc.com and that any other is a phishing site.
Do not keep changing the whitelist while you wait
Every added address, and disabling the whitelist, suspends withdrawals for another 48 hours.
Do not open a second account
HitBTC may limit how many accounts one person holds, and its Terms require users to warrant that they have not been suspended or removed from the services before.
Do not misstate where you live
False representations about residence, citizenship or place of incorporation are named in the Terms as grounds for closing the account.
HitBTC does not currently have phone or voice support. Please do not call any line advertised as HitBTC support and hang up any phone call with anyone who claims to be a HitBTC support team rep.
— HitBTC, How to protect your account from intruders
What to check first on HitBTC
Read the Account page and your inbox
HitBTC posts the 48-hour whitelist suspension on the Account page and emails account holders about logins from new IP addresses and about withdrawals.
Complete the KYC tab if it is open
Settings, KYC tab: enter the information, upload the documents and photos, press Request Verification and watch for an email at the registered address.
Write from the matching help article
HitBTC's Support Center puts the contact form at the end of each article, and sends a confirmation email once the request has been received.
Put a dispute in writing within 30 days
HitBTC's Terms have both sides notify each other of a dispute in writing within 30 days of when it arises, and send disputes to arbitration.
What HitBTC may ask you for
HitBTC does not publish a single document list for restricted accounts. These are the items its verification guides and its Terms name.
Identity information and a photo ID
Full name and date of birth as on the document, and a photo of a passport, driving licence or government-issued ID card.
A selfie holding that document
HitBTC's app guide asks for a selfie with the uploaded document and a handwritten note, and for the phone number to be confirmed.
Proof that you own the sending wallet or service
The Terms oblige you to verify possession of the crypto assets of the third-party service used to fund the account, following HitBTC's instructions.
An accurate account of where you live
The Terms treat false representations about residence or citizenship as grounds for closing the account.
Proof of ownership for a 2FA removal
Without a backup code, HitBTC verifies the legitimate owner before disabling 2FA, and describes this as a multi-stage process that takes time.
HitBTC's app guide says the administrator's confirmation of a verification may take several days, and its help centre asks users to get in touch if a KYC request is still open after two weeks. It publishes no timeframe for a compliance review or a suspension.
Block risk assessment
Answer 8 questions — we'll show the block type and recommendations for HitBTC.
#Q1 of 8
When was your account blocked?
What we actually do
Match the restriction to the clause behind it
A whitelist timer, a KYC request, a deposit check and a residency finding look alike from the outside and need four different answers.
From: compliance@hitbtc.com
Your account flagged for suspicious activity. Please complete KYC verification.
Reconstruct where the deposits came from
HitBTC can ask you to prove you control the service that funded the account. The answer sits in your deposit history, not in your trades.
Decide what the request should ask for
Reinstatement, release of a withdrawal and withdrawal of remaining assets are different requests, and the Terms treat them differently.
DO
Clear facts
Documents
DON'T
Emotions
Threats
Prepare the submission in one pass
Identity documents, ownership evidence and a short account of the activity, complete and consistent, before anything is sent.
Keep the dispute window in view
HitBTC's Terms set 30 days for written notice of a dispute. We flag that date early rather than let it pass while a ticket waits.
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 did HitBTC suspend my account?
today 14:23
HitBTC's Terms of Services allow it to suspend access to all or part of its services, prevent actions on the platform or terminate an account, with or without prior notice, after a breach of the Terms or any other event it deems necessary. The named grounds elsewhere in the Terms include unfinished AML/KYC checks, a restricted jurisdiction, political exposure and false or misleading information.
unblock.exchange · today 14:23
Why are my HitBTC withdrawals suspended for 48 hours?
today 14:30
Because the withdrawal whitelist changed. HitBTC suspends all withdrawals for 48 hours after a new address is added to an enabled whitelist, after the whitelist is disabled, or when a second address for the same coin is added in the first 12 hours, and posts a notice on the Account page.
unblock.exchange · today 14:30
How do I verify my HitBTC account, and how long does it take?
today 14:37
In Settings, KYC tab: enter the information, upload the documents and photos (500 KB to 10 MB each) and press Request Verification. HitBTC's app guide says confirmation may take several days, and its help centre asks users to get in touch if a request is still open after two weeks.
unblock.exchange · today 14:37
Can I still withdraw from HitBTC if my country is restricted?
today 14:44
HitBTC's Terms let it close accounts and require all crypto assets to be withdrawn when the platform is used from a restricted jurisdiction. Where it has evidence of residency in the European Economic Area, the Terms suspend trading, deposits and withdrawals other than the withdrawal of existing crypto assets, and then terminate the account.
unblock.exchange · today 14:44
Does HitBTC return the funds when it closes an account?
today 14:51
HitBTC's Terms state that when it terminates an account at its discretion it returns the crypto assets stored in the account and not owed to HitBTC, unless it believes the user has committed fraud, negligence or other misconduct.
unblock.exchange · today 14:51
Does HitBTC have phone support?
today 14:58
No. HitBTC states that it has no phone or voice support, that its only contacts are those listed on its own website, and that its one and only address is hitbtc.com.
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 HitBTC account, attach email screenshots. We'll review the situation, assess risks, and suggest a course of action.
Fully confidential. No account credentials required.