Dear Users,

We care more about your security than you do. If you are temporarily unable to log in to your account, please do not worry. We understand your anxiety and appreciate your patience. The security measures implemented by the platform are designed to keep your assets safer and your account more secure. Now, please follow the on-screen instructions to complete a simple verification process. Your account will then resume normal use.

1. What Are the Common Reasons for Triggering Risk Control? Please Refer to the Following Situations

To safeguard every user's account and funds, we have implemented multiple layers of risk control checks within the system. If your account is temporarily restricted from logging in, it may have been triggered for one of the following reasons:
  • Safeguard User Fund Security
When the system detects that your account may be at risk of being compromised (such as login from an unusual device or suspicious activity), we will immediately initiate a temporary lock to prevent fund loss. Rest assured, such restrictions are usually lifted quickly after identity verification.
  • Sanctioned Countries/Regions
If the user's location falls under fully sanctioned areas, we will, according to relevant laws and regulatory requirements, suspend the use of the account and initiate isolation procedures. Accounts subject to this restriction are typically unable to register or complete identity verification.
  • Access Records From Restricted Countries/Regions
If your account was recently accessed or logged in from a restricted country or region, the system may trigger a risk control mechanism, which could result in a temporary lock on the account.
  • Violation of Terms of Use
If the account is found to be in violation of the Terms of Use, we may impose temporary restrictions or suspensions until the issue is resolved.
Common scenarios include but are not limited to: submitting false information, impersonating others, or inappropriate behaviour during communication.
  • Law Enforcement or Regulatory Request
As a platform committed to building the world's most secure and compliant trading environment, we maintain long-term cooperation with law enforcement and regulatory bodies in multiple regions.
If an account is flagged by relevant authorities for suspected illegal activity, our security and compliance team will cooperate with the investigation in accordance with the law.

 

2. What Should I Do If the System Prompts That My Account Is Restricted?

2.1 Web

  • 2. Then you will see the data pending submission and the blocked features. Click [View document requirements & unlock].CN2.PNG
     
  • 3. After viewing the required documents, click [Submit documents].
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  • Note: You can click [Example] or [View Example] on the page to view the submission requirements and correct format for each item. It is recommended that you prepare and submit detailed documents according to the example instructions to ensure clarity, completeness, and compliance, which will help expedite the review process.
    CN4.png

     

  • 4. Next, follow the required format shown in the box and click [Click to upload] to upload the corresponding documents. After you successfully upload a document, click "Next" in the bottom-right corner of the page to submit the next document. If you have successfully uploaded all documents, click "Submit" and then "OK".
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2.2 App

  • 1. Log in to your account via the app, then tap the prompt banner at the top of the homepage to view.
    CNAPP1.png
  • 2. Then you will see the data pending submission and the blocked features. Click [View document requirements & unlock].
    CNAPP2.png
    • 3. After viewing the required documents, tap [Submit documents].

    CNAPP3.png

     

  • Note: You can tap [Example] or [View Example] on the page to view the submission requirements and correct format for each item. It is recommended that you prepare and submit detailed documents according to the example instructions to ensure clarity, completeness, and compliance, which will help expedite the review process.
    CNAPP4.png
    CNAPP5.png

     

  • 4. Following the format required in the box, tap "Click to upload" to upload the corresponding document. After you successfully upload a document, tap "Next" at the bottom of the page to submit the next document. If you have successfully uploaded all documents, tap "Submit" and then "OK".

     

    CNAPP6.png

     

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2.3 Commonly Required Documents

  • Video proof - Please clearly show your face and the identity document (front side) you are holding on camera, and state the current date and the required spoken statement. The image must be clear, with no obstruction or blurring, and the audio must be clear and audible. The name on the identity document must match your name used for sign-up and KYC verification.
    Spoken statement (please read in full)
    - Today is XX (year)-XX (month)-XX (day). My account name is XXX. I acknowledge and commit that all funds in my account come from lawful sources, and I commit that I am not involved in any illegal activities.
    Keep the video length between 30 seconds and 1 minute. We recommend uploading in MP4 / MOV format, and the file size must be under 50 MB.
  • doc1.png VIDEOAPP1.png
  • Source of Funds – Please provide a screenshot of transfer history from the sending wallet or platform, clearly displaying the wallet address, currency, amount, and time. To ensure a smooth verification process, do not use screenshots from this platform as proof.
  • doc2.png DOCAPP2.png

  • Purpose of Transfer – Please upload the deposit record from the receiving platform, clearly showing the wallet address, currency, amount, and time. Screenshots from this platform cannot be used as valid proof.
    doc3.png DOCAPP3.png

  • Proof of Fund Source - The account holder on the bank statement must match the KYC information. The statement must bear the bank's official stamp and clearly record inflows, outflows, and balances within a specific period. Ensure the statement is issued within the past six months to facilitate successful verification.
    doc4.png DOCAPP4.png
  • Proof of Legal Residence – Please provide proof of legal residence issued within the last three months, such as a credit card statement or a utility bill. The document must clearly show your name, address, and date, and must be within the validity period.
    doc5.png DOCAPP5.png

 

3. FAQs

Q1: I don't have an on-chain deposit record because I bought crypto via P2P. What should I do?
A1: You may contact customer support and perform withdrawals using previously used login devices or withdraw to a previously used wallet address.
 
Q2: What should I provide if the deposit was made via MetaMask?
A2: Please provide a screenshot of the relevant transfer record in your wallet or the transaction hash (TxID). The screenshot must clearly show the transaction time, sending address, recipient platform address, and amount. If no screenshot is available, you may submit the transaction details page URL from a block explorer.
 
Q3: What if the sending exchange can no longer provide historical fund proof?
A3: You may contact customer support and log in using previously used devices or withdraw to previously used wallet addresses to help verify account security.
 
Q4: What language should be used when recording the verification video? What if the user doesn't speak English?
A4: You may record the video in your native language. Using English is not mandatory, as long as the content is clear and authentic.
 
Q5: What if the deposit is an internal transfer record?
A5: If it is an internal transfer, you can provide a transfer screenshot from the sender's account as proof.
 
Q6: What if I'm unsure which address proof or which transaction record to provide?
A6: If you are unsure which record to submit and the submission page does not specify, you may provide the most recent transfer record. If a specific transaction or time is indicated, follow the instructions and submit the relevant one. If your account is restricted and you cannot check your wallet address, try to provide a related withdrawal screenshot or describe the transaction time to assist the verification team with the review.
 
Q7: My account is restricted and a deposit has not been credited. What should I do?
A7: You can go to "Message Center" to check whether you have received a notification requesting you to enter a return address. If you receive such a message, follow the instructions to submit the return address. The platform will arrange to return the funds. If you do not receive the message, no action is needed. If your account remains uncredited more than 48 hours after unfreezing, please contact online support for assistance.
 
 

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The cryptocurrency market carries high risk. Understand the risks and invest in products you are familiar with. You should carefully consider your investment experience, financial situation, investment objectives and risk tolerance and consult an independent financial adviser prior to making any investment decisions. The information shown on this page is for reference only and should not be construed as any investment advice. Past performance is not a reliable indicator of future performance. You should be aware that the market value and returns of investment products may fluctuate. You may lose the entire amount you invested. You are solely responsible for your investment decisions. BingX is not responsible for any losses you may incur.
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