There are two reasons you may not be able to access your account:
1. Technical issues
On rare occasions we experience technical issues that affect account access. If you are unable to log in, please contact us at firstname.lastname@example.org
2. We have suspended access to your account
There are many reasons why we may be required to put a temporary, or in some cases permanent, hold on your account. During that time you will be prevented from accessing or trading your account. The most common reasons are as follows:
The operational integrity of our exchange is of paramount importance and we have measures and departments in place to prevent downtime. It is nonetheless conceivable that operational disruption may force us to temporarily suspend access to user accounts, while we bring operational standards back to our required parameters.
We take security very seriously. Sometimes this requires placing a hold on an account, if we need to research whether an impostor may have attempted to access your account, if assets were transferred into or out of the account in error, or other reasons have alerted us to potential fraud attempts.
Multiple legal documents exist which require us to place a hold on your account, or even pay out your assets. Among these are court orders, judgements, liens and others. Some of these permit us to notify you, but some explicitly prohibit us from doing so. We will act in accordance with what our legal obligations are.
We are subject to different types of regulation, which may require us to put a temporary, or sometimes permanent, hold on your account. In some instances we are permitted to notify you of the hold, in others we are expressly prohibited from discussing the information surrounding the hold with you. We will act in accordance with our regulatory obligations, i.e., we will do what we are allowed to do.