If your account activity triggers the platform's risk control policies or security protection measures, some or all account functions may be restricted.
To resolve this issue, please refer to the information below or contact Coinstore Customer Support for assistance.
The following are the most common situations in which account functions may be restricted or assets may be temporarily frozen.
1. Legal Restriction :
To maintain a secure and compliant trading environment, Coinstore cooperates with judicial and regulatory authorities in various countries and regions.
If Coinstore receives a valid legal request or official notice from the relevant authorities, some or all account functions may be restricted in accordance with applicable laws and regulations.
2. Order Placing Requirement :
When placing a Limit Order, Advanced Limit Order, or Take Profit/Stop Loss order, the corresponding assets will be temporarily frozen to ensure proper order execution.
The frozen assets will be automatically released once the order is executed or cancelled.
You may also cancel the order under Open Orders to immediately unfreeze the corresponding assets.
3. Long-Term Inactive Account Protection:
To better protect user accounts and assets, Coinstore may temporarily restrict the withdrawal permission of accounts that have not logged in for 360 consecutive days or longer.
For long-term inactive accounts, Coinstore will automatically upgrade the account's security and risk control level and apply enhanced security measures to further protect user assets.
The withdrawal restriction does not affect the ownership of your assets or your account balance. Your assets remain safely stored in your Coinstore account. Only the withdrawal function is temporarily restricted.
The 360-day period is calculated based on the last successful login to your account.
To restore your withdrawal permission, please follow the steps below:
- Log in to your Coinstore account.
- Complete Advanced KYC Verification.
- Contact Coinstore Customer Support to request the restoration of your withdrawal permission.
- Once your identity has been successfully verified, your withdrawal permission will be restored as soon as possible.
Note: If your account is subject to legal restrictions, AML investigations, or other risk reviews, additional review time may be required before the withdrawal restriction can be lifted.
If you have any questions or require further assistance, please contact Coinstore Customer Support. We are always happy to assist you.