There are 2 main reasons you may not be able to access your account.
On rare occasions, you won't be able to log in due to technical problems on our side. If you haven't received any notifications from us and still can't log in, contact us at firstname.lastname@example.org.
Your account had to be locked
We may lock your account temporarily or permanently for several reasons. Reasons for the locking fall into several categories:
The operational integrity of our exchange is of paramount importance and we have measures and departments in place to prevent downtime. Sometimes we have to temporarily prevent people from logging in, while we bring operational standards back to our required parameters.
We take security very seriously. Sometimes this requires locking an account if we need to research whether someone else tried to access your account, if assets were transferred into or out of the account by someone else, or other reasons have alerted us to potential fraud attempts.
Multiple legal documents exist which require us to lock your account, or even pay out your assets. Among these are court orders, judgments, liens, and others. Some of these permit us to notify you, but some explicitly prohibit us from doing so. We'll act in accordance with what our legal obligations are.
We're subject to different types of regulation, which may require us to lock your account. In some instances, we're permitted to notify you, in others we're expressly prohibited from discussing this information with you. We'll act in accordance with our regulatory obligations.
If we had to lock your account due to issues with your identity verification, we'll send you an email or a push notification with the explanation and your next steps. If you have any further questions, you can contact us at email@example.com.