Account Disabled

It can be alarming to find that your account has been disabled. This article is intended to provide information as to why your account may be disabled and assist with enabling your account. If at any point during any of the following scenarios the request must be escalated, please reach out to an account specialist as our support agents  will not be able to assist you with your request. The issue will need to be resolved with the specialist assigned to your ticket. Please do not open duplicate requests, this slows down the processing time for yourself and others.

Reasons your account may be disabled, and steps to enable your account.

  1. Identify Verification Required / Verified, Account Disabled

To Identity Verify your account login at https://global.bittrex.com. If you are not immediately directed to the Identity Verification section of your account, click on 'Settings' and navigate to 'My Profile' on the left side of the screen. Follow the directions under 'My Profile' and the 'Identity Verification' sections. You will be asked to add your profile details and upload a photo of your face and government identification to start the verification process.

Verification Tips 

  1. Selfie issues:Users must take a new “selfie” to complete verification. Uploads of self-photos are not compatible. Please use Chrome, as this is our most supported browser. If you are on a computer without a camera, once you start the verification, please select the Issuing Country/Region and ID Type. The next page will prompt you to submit your ID, to which you can select 'Switch to mobile?' for you to continue on your mobile device and choose the option that works best for you (email, QR code, copy link). By submitting a selfie, users may avoid the primary reason people encounter identity verification delays. 
  2. Proper document type/photo: Users should also make sure they are selecting the proper document type and following the instructions of what photos to upload and when. For example, if a user is uploading a passport, the system may reject the document if the picture does not include the entire passport. The instructions typically will say to take a picture of the front or back of the ID. For passports, users should take a picture of the entire passport.
  3. Unreadable IDs: If an ID is not readable or otherwise unable to be verified as a legitimately issued government ID, users will fail verification and will not have full access to the Bittrex Global trading platform. Please ensure that the picture of the government-issued ID is clear.
  4. Non-Latin characters on the Government IDs: There are some countries where government IDs do not support the Latin character set. For these IDs, there are additional steps that Bittrex Global will need to take to verify the information on the ID, often including manual intervention. To ensure a timely review process, please use international passports as these documents support Latin characters.
  5. Do not open multiple support tickets for ID verification: If users open multiple tickets for the same ID verification issue, it delays the process due to needing to resolve the redundant requests.

Steps to follow for help:

  • Open a support request here: VERIFICATION REVIEW REQUEST.
  • Once your ticket is submitted, you will receive a response requesting the information we need to enable your account.  Please make sure to read our response carefully and provide all necessary information.
  1. Multiple Accounts Detected / Corporate & Personal Mistakenly Flagged

We will automatically detect and disable new accounts linked to existing customers. Bittrex Global understands that users may have opened duplicate accounts and have funds stuck in a disabled account. If you have an account disabled due to having opened multiple accounts, you will need to open a ticket and work with our support team to consolidate your accounts. Requests for consolidation will be processed in the order they were received. If you have a personal account and a corporate account, your account may also have been flagged in our system as a Multiple Account.

Steps to follow for help:

  • Open a support request here: MULTIPLE ACCOUNT CONSOLIDATION REQUEST.
  • Once your ticket is submitted, you will receive a response requesting the information we need to enable your account.  Please make sure to read our response carefully and provide all necessary information.
  1. User Requested Disabled / Unknown IP Login 

To add extra security to your Bittrex Global account we require all users to approve each new IP address through an email confirmation. This IP verification procedure is required each time you attempt to log in from a new IP Address. The new address must be confirmed from the device that you are using to access Bittrex Global. This means that you must click the "CLICK HERE TO LOGINlink in your email on the device that you want to use to access your account. If you are unfamiliar with the login attempt, click the link in your IP verification email to immediately disable your account.

Steps to follow for help:

  • Open a support request here: ACCOUNT DISABLED REQUEST
  • Once your ticket is submitted, you will receive a response requesting the information we need from you to enable your account. Please make sure to read our response carefully and provide all necessary information.
  1. Unauthorized Activity / Account Compromised / Suspicious Activity

We highly recommend users enable two-factor authentication to further secure their accounts and protect them from most automated attacks.  However, many users will still use the same passwords and email combinations they use on other sites as well as weak password to protect their accounts.  Bittrex Global keeps your user information secure and will never lea any passwords. For maximum security, we suggest enabling two-factor authentication

In the event of a hack

  • Disable your account - You will receive a logon notification email.  This email includes a link to immediately disable your account.
  • Bittrex Global may disable your account if there is reason to believe that the account has been hacked.

Steps to follow for help:

  • Open a support request here: ACCOUNT DISABLED REQUEST
  • Once your ticket is submitted, you will receive a response requesting the information we need from you to enable your account. Please make sure to read our response carefully and provide all necessary information.
  1. Reason Unknown

You may not know why your account was disabled, or do not feel that any of these scenarios encompass your issue. If so, our support staff is here to assist you with your account concerns.
Please do not open duplicate requests as this will slow down the processing time for yourself and others.

Steps to follow for help:

  • Open a support request here: ACCOUNT DISABLED REQUEST
  • Once your ticket is submitted, you will receive a response requesting the information we need from you to enable your account. Please make sure to read our response carefully and provide all necessary information.

 

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