When your account triggers the platform's risk control system, certain functions may be temporarily restricted. Follow these steps to resolve the issue and restore full account functionality.
1. Immediate Steps After Triggering Risk Control
- Check Your Email: Look for notifications from the platform in your registered email inbox. These often contain instructions to initiate an appeal.
- Update the App: Ensure you're using the latest version of the exchange app to access all self-service appeal features.
- Submit an Appeal: Navigate to
App Homepage > C2C Buy Cryptoand click the appeal button in the pop-up window.
2. Appeal Process Timeline
| Action | Expected Timeframe |
|---|---|
| Submission | Immediate |
| Initial Review | Within 24 hours |
| Additional Requests | Varies by case |
| Final Decision | 1-3 business days |
Pro Tip: You can check your appeal status anytime via C2C Buy > My Account > Transaction Restriction Appeal.
3. Required Documentation
Prepare these common documents for your appeal:
- Government-issued ID
- Proof of funds source
- Transaction records
- Selfie verification (if requested)
👉 Need help gathering documents?
4. Best Practices to Avoid Risk Control Triggers
To minimize future issues:
- Maintain consistent trading patterns
- Avoid third-party payments
- Complete KYC verification fully
Never engage in prohibited activities:
- Proxy trading
- Gambling-related transfers
- Suspicious high-frequency trades
FAQ Section
Q: What if I can't provide all requested documents?
A: Explain your situation clearly in the appeal. The security team may accept alternative verification methods depending on your account history.
Q: Why does the platform request additional documents after initial submission?
A: The security team conducts thorough investigations. New findings often require supplementary verification to ensure complete compliance.
Q: Can I still trade during the restriction period?
A: Yes! You can still trade BTC and ETH spot contracts, and manage existing positions (closing/reducing positions).
Q: How will I know when my restrictions are lifted?
A: You'll receive an in-app notification. You can also check your appeal status channel for updates.
Q: What's the fastest way to resolve this?
A: Complete all requested verifications accurately and respond promptly to any follow-up requests.
Final Thoughts
Platform risk controls exist to protect all users. By following these procedures and maintaining compliant trading habits, you can quickly resolve restrictions and continue trading securely.