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, as well as assist with enabling your account. If at any point during any of the following scenarios the request has to be escalated to an account specialist, our support agents (chat or otherwise) will be unable 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

Identity verification helps protect Bittrex users from theft, fraud and abuse of the Bittrex platform. It’s also important for users to know that Bittrex must comply with the Bank Secrecy Act, U.S. economic sanctions laws, and other legal and regulatory requirements. We take these compliance obligations seriously, and the identity verification helps Bittrex comply with these laws and requirements. We are committed to making sure our services are not used to launder money, support terrorism, commit fraud or other illegal activities, and we appreciate your assistance in this manner. 

To Identity Verify your account login at 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'll 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. Self portrait issues: Users must take a new photo of their face or submit a different photo than the one included on the identification document that they upload for review. By submitting a new photo, users may avoid the primary reason people encounter identity verification delays. Please do not take a picture of a photo, or use a professional photo. 
  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 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 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 or you may review our support article on how to request a live chat with our Customer Support Team.

  • Once your ticket is submitted, you will receive a response requesting the information we need from you in order to enable your account.  Please make sure to read our response carefully and provide all necessary information.

2. Multiple Accounts Detected / Corporate & Personal Mistakenly Flagged

We will automatically detect and disable new accounts linked to existing customers. Bittrex 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 or you may review our support article on how to request a live chat with our Customer Support Team.

  • Once your ticket is submitted, you will receive a response requesting the information we need from you in order to enable your account.  Please make sure to read our response carefully and provide all necessary information. 

3. User Requested Disabled / Unknown IP Login 

To add extra security to your Bittrex 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. This means that you must click the "CLICK HERE TO LOGIN" link in your email on the device that you want to use to access your account. Once you receive a logon notification email, 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 in order to enable your account. Please make sure to read our response carefully and provide all necessary information.

  • We are unable to assist our customers through Live Chat with this type of concern. Please do not utilized the Live Chat system for this type of issue. 
4. Unauthorized Activity / Account Compromised / Suspicious Activity

We highly recommend users enable two-factor 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 keeps your user information secure and has never leaked any passwords.  However, many sites in the Crypto world have been hacked and the hackers have databases that they attempt to use to login to accounts.  This is why we suggest enabling two-factor.

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 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 in order to enable your account. Please make sure to read our response carefully and provide all necessary information.

  • We are unable to assist our customers through Live Chat with this type of concern. Please do not utilized the Live Chat system for this type of issue. 
5. 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 in order to enable your account. Please make sure to read our response carefully and provide all necessary information.

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