Why Is My Account Frozen?

During the use of your Hibt account, if it triggers platform risk control, certain or all functions of your account will be restricted. You can follow the information prompts to resolve the issue or contact the customer service team for assistance.

If some functions of your account are restricted or assets are frozen during the use of the platform, please refer to the following situations:

Type 1: Risk Control Restrictions

Platform restrictions - Scenarios triggering platform risk control include:

• If you modify security settings such as mobile number or email in the security center, it will trigger a 24-hour withdrawal limit. The system will automatically lift the withdrawal limit after 24 hours. In this case, we recommend your patience. Additionally, logging in on a new device will also trigger a 24-hour withdrawal limit.

• The platform tracks the number of times you cancel buy/sell orders. If you reach the cancellation limit for the day, the system will restrict your buying function, with the time limit ranging from 15 minutes to 24 hours. The count resets at 00:00 the next day.

• When a user triggers the anti-money laundering risk control system, some functions will be restricted. In such cases, please keep your phone accessible, and an audit officer will contact you promptly. The audit content will be sent to your account's bound email. Please pay attention to your account-bound email and provide audit materials based on the email content. When the audit is complete and risk-free verification is confirmed, your account will be unfrozen quickly. The audit period is approximately 1-3 working days.

• Regarding order disputes, during C2C transactions, if the trading partner pays extra or places the wrong currency, resulting in unexpected profit, the system will temporarily restrict use. You can negotiate with the other party or contact customer service. After resolving the dispute, account functionality will be restored.

Type 2: Judicial Restrictions

To create a compliant and secure trading environment, the platform must cooperate with judicial assistance from judicial authorities in various countries and regions. After receiving a freezing letter from judicial authorities, the platform will restrict certain or all functions of the account and freeze assets according to the requirements of the freezing letter.

If your funds do not go through the platform and are transferred privately between parties, and the platform requires a real-name bank card transfer, if the bank card is frozen, you can contact the bank to verify the reason for the freeze and understand the unfreezing method.

The platform will not freeze your bank card. Please consult the relevant institution that froze your bank card to understand the reason and solution.

Type 3: Order Requirements

In relevant transactions, assets corresponding to limit orders, advance limit orders, and stop-loss and take-profit orders will be frozen.

If you want to cancel an order, you can find the corresponding order in the current entrustment and cancel it. After canceling the order, the corresponding frozen assets will return to normal.