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 (Click to navigate)

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

 

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 TH account, please contact online chat immediately for help. 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.

First, log in to your account. A pop-up should appear, requesting you to complete security verification.

Then enter your trading password and verification code that you’ve received (via email or text) to verify your account.

Afterward, follow the remaining prompts to complete Identity Verification and submit a self-service unfreeze request.

 

Note: You can only unfreeze your account 24 hours once you freezed it.

 

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 guide is helpful for you! If you have any further questions, our support team is available for 24*7 via online chat or by submitting a ticket.

 

Happy trading on KuCoin TH!