Your OSL account
is blocked?
OSL is one brand with two platforms — the SFC-licensed Hong Kong exchange run by OSL Digital Securities, and an international platform the group documents as OSL Global. This is the single OSL page. The Hong Kong platform publishes the reasons an account can be limited, and two of the most common are not compliance actions at all: a regulatory concentration limit that switches the account to Sell-Only, and a 24-hour protection period on every newly added withdrawal address.
We are not employees of OSL. 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
—
Jurisdiction
Hong Kong
Year established
2018
Select what matches your situation
Orders to buy are refused; selling still works.
Sell-Only mode
Your virtual asset holdings exceed your current Concentration Limit.
What it means
OSL describes exactly this state — Sell-Only mode — as the consequence of holdings that exceed the account's concentration limit. It is a regulatory cap, not a judgement about the funds.
What OSL requires
Either a smaller virtual asset position, or an updated net-liquid-asset and risk-level questionnaire that raises the limit.
Your first step
Open Concentration Limit and Risk Level in the app or on the web platform and either reduce holdings or reassess the limit. OSL publishes the path for both.
Can't find your case? Click 'Analyze my case' — we'll review the wording together.
Why an OSL account gets restricted
OSL's own support centre and announcements describe five different mechanisms. They read the same from the inside — something you could do yesterday is refused today — and they have almost nothing in common.
You exceeded your concentration limit
To comply with Hong Kong regulatory requirements, OSL caps the share of virtual assets a client may hold on the platform, set from your risk appetite rating, your total virtual asset holdings and your total net liquid assets. Exceed it and the account is restricted to Sell-Only mode until you reduce holdings or reassess the limit.
A new withdrawal address is inside its protection period
Since 31 August 2026, every withdrawal address an individual retail user adds and verifies on OSL HK is subject to a 24-hour protection period during which withdrawals to that address are refused. OSL states the restriction lifts automatically when the period ends, and that restrictions may be adjusted dynamically from its overall risk assessment of the account.
The transaction touched an exchange OSL has warned about
OSL HK has published a notice advising clients not to use HTX for any transaction involving their OSL HK account. Deposits from it, withdrawals to it, or funds that passed through its addresses may be delayed or rejected, deposited funds may be temporarily frozen for a compliance review, and the account may be restricted, including suspension of some or all services.
Verification is still in review, or OSL asked for more
OSL states that verification typically takes one to three business days when everything is submitted completely and accurately, that it may request additional information or supporting documents which can extend that timeline, and that its review team may contact you by email for clarification.
The platform, not your account, is suspended
OSL's trading rules allow it to suspend trading in specific instruments or the entire system for regulatory-compliance, technology or network reasons, and to suspend trading in an asset affected by a fork. That is a venue-wide event, and no document from you changes it.
Only the third of these is about your money's history. The first two are mechanical and self-clearing, the fourth is a queue, and the fifth is not about you at all. Establishing which one you are looking at is most of the work.
5 things that will make the situation worse
Do not treat Sell-Only mode as an investigation
OSL's own description ties it to the concentration limit, which is set from your declared assets and risk rating. It is lifted by reducing holdings or reassessing the limit, not by explaining yourself.
Do not deposit again through the same route
If a transfer is under compliance review because of where it came from, a second transfer from the same place is a second review, not a way around the first.
Do not send an address proof older than three months, or a cropped one
OSL states both conditions explicitly. Either one restarts the wait.
Do not verify a wallet you do not control
OSL HK accepts only personal wallets — ones where you hold the private keys — as withdrawal addresses, and names a single exchange whose addresses it supports. An address that fails that rule is refused, and a verified one still waits out its protection period.
Do not pay anyone who promises to lift the restriction
Every mechanism above is undone by OSL's own process: a questionnaire, a waiting period, a document, an escalation. There is no third party in any of those paths.
Depending on individual circumstances, OSL may request additional information or supporting documents, which may extend the verification timeline.
— OSL Support Center, Account Verification Process Guide
What to check first on OSL
Check whether the restriction is Sell-Only
If you can sell but not buy, the cause is the concentration limit, and OSL's fix is a questionnaire, not a support ticket.
Check when the withdrawal address was added
Any address verified in the last 24 hours is inside its protection period on OSL HK. The restriction ends by itself.
Trace where the deposit came from
OSL has named one exchange whose funds it may delay, reject or freeze. If your transfer touched it, the review is about the route, and the route is what you document.
Read the review team's email before replying anywhere
OSL says its review team contacts clients by email and asks users to check spam folders. The request names the document; answer that request, in that channel.
What OSL may ask you for
OSL publishes its onboarding list in detail, and the same categories are what a review during the life of the account draws on.
An identity document, both sides, with a live facial scan
OSL's verification guide asks for clear images of both sides of the identity document plus a real-time facial recognition scan, and recommends a passport for anyone without a Hong Kong permanent identity card.
A proof of address issued within the last three months
A bank statement or utility bill showing your full name and residential address, as a full A4 page or complete PDF, JPG, JPEG or PNG — not cropped. Business addresses are not accepted, and the name must match the identity document exactly.
Occupation, source of income and asset details
Collected at step six of onboarding for suitability assessment and compliance review. OSL notes that incomplete or inaccurate answers delay the process.
A verification transfer from a bank account in your own name
Account activation on OSL HK requires a deposit of at least HKD 10,000 from a bank account held solely in your name; OSL states third-party and joint accounts are not accepted, and that the amount is not a fee and can be withdrawn once the account is open.
Updated net-liquid-asset and risk-level answers
Not a document in the usual sense, but it is what lifts a Sell-Only restriction: OSL's concentration limit is reassessed from your current total net liquid assets and the share of them held in digital assets.
Two of OSL's rules cause most repeat submissions: the address proof must be a complete page rather than a crop, and the mobile number should be from the same country as the proof of address — OSL's guide says a mismatch can affect the review result.
Block risk assessment
Answer 8 questions — we'll show the block type and recommendations for OSL HK.
#Q1 of 8
When was your account blocked?
What we actually do
Identify which of the five mechanisms applies
A concentration limit, a protection period, a route-based compliance review, a verification queue and a platform suspension all present as a restricted account and need different answers.
From: compliance@osl.com
Your account flagged for suspicious activity. Please complete KYC verification.
Reconstruct the route of the funds
If the review is about where a deposit came from, the answer is a transaction history that shows the route — gathered from wallets and other platforms, not from OSL.
Match each document to OSL's stated form
Full-page address proof within three months, matching name, residential address, own-name bank account. OSL publishes each condition; we check the file against them before it is sent.
DO
Clear facts
Documents
DON'T
Emotions
Threats
Draft the escalation OSL's process expects
OSL lists what an escalated complaint must contain and says incomplete submissions are delayed. We write it to that list, with the timeline and evidence in order.
Tell you when the answer is simply to wait or to sell
A protection period ends on its own and a Sell-Only restriction is lifted by a questionnaire. When that is the case, we say so rather than open a case.
The decision is always the exchange's. What we control is that your case reaches it complete, correct and on time.
Frequently asked questions
Are OSL HK and OSL Global the same exchange?
today 14:23
No. They are two platforms of one group. OSL Digital Securities Limited runs the SFC-licensed Hong Kong platform; the group documents a separate international platform as OSL Global, with its own trading interface and API. This page covers the OSL brand as a whole because a locked-out user searches for the brand, and it states which platform each published rule belongs to. The facts about verification, the concentration limit, the protection period and complaints are the Hong Kong platform's.
unblock.exchange · today 14:23
Why can I only sell on OSL?
today 14:30
Because your virtual asset holdings exceed your concentration limit. OSL sets the limit from your risk appetite rating, your total virtual asset holdings and your total net liquid assets, to meet Hong Kong regulatory requirements, and restricts the account to Sell-Only mode until you either reduce holdings or reassess the limit through the questionnaire in the app or on the web platform.
unblock.exchange · today 14:30
Why can't I withdraw to a wallet address I just added on OSL?
today 14:37
OSL HK applies a 24-hour protection period to every newly added and verified withdrawal address for individual retail users, in force since 31 August 2026. Withdrawals to that address are temporarily unavailable during the period and the restriction lifts automatically afterwards. OSL also notes that restrictions may be adjusted dynamically from its risk assessment of the account.
unblock.exchange · today 14:37
How long does OSL verification take?
today 14:44
OSL states that verification typically takes one to three business days, provided all documents and information are submitted completely and accurately. It also states that, depending on individual circumstances, it may request additional information or supporting documents, which may extend that timeline.
unblock.exchange · today 14:44
Can OSL freeze a deposit?
today 14:51
OSL HK has published a notice about one specific exchange, HTX, stating that transactions involving it — deposits from it, withdrawals to it, or funds that passed through related addresses — may be delayed or rejected, that deposited funds may be temporarily frozen in accordance with applicable laws and OSL's terms to facilitate a compliance review or investigation, and that the account may be restricted, including suspension of some or all services.
unblock.exchange · today 14:51
How do I escalate a complaint with OSL?
today 14:58
OSL publishes a two-stage route. First an internal review, requested in writing with your account UUID, full name and particulars, a dated outline of events and trades, supporting documents and a specific request; OSL says it will acknowledge within three to five business days and aims to respond substantively within sixty days, with a further review available on new material evidence. If that does not resolve it, you may refer the matter to Hong Kong's Financial Dispute Resolution Centre.
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 OSL HK account, attach email screenshots. We'll review the situation, assess risks, and suggest a course of action.
Fully confidential. No account credentials required.