1. What is the "Disable Account" Feature?
Feature Overview & Purpose
"Disable Account" is an emergency security protection mechanism designed to safeguard user accounts against unauthorized logins, lost devices, account hacking, or potential security threats. When an account is at risk, users can actively or passively trigger the "Disable Account" feature through in-app settings or external security emails to instantly lock critical account permissions and minimize potential asset losses.
Permission Restrictions After Disabling Account
Once the "Disable Account" feature is triggered, the account will be subject to the following functional restrictions:
Trading Disabled: All spot trading, futures trading, trading bot creation/adjustments, and API trading are completely disabled. Existing running bots and futures positions will not be affected.
Withdrawals Disabled: On-chain withdrawals, internal transfers, card withdrawals, and fiat currency cash-outs are strictly blocked.
Support Channel Adjustment: While the account or funds are frozen, the exclusive VIP customer support entry will no longer be displayed.
Mandatory Security Cooldown: Once restricted, the account cannot be unfrozen for 72 hours.
2. How to Trigger and Use "Disable Account"?
The platform supports two triggering methods: "External Emergency Lock" and "In-App/Web Manual Disabling".
Method 1: External Emergency Lock (Logged-in or Unlogged)
When you receive an unusual login alert or security risk notification via email, you can directly click the emergency "Disable Account" security link provided in the email. The system will immediately lock your account after verifying your security details and send confirmation via email, SMS, or app push notifications.
Method 2: In-App/Web Manual Disabling (Logged-in Required)
Web Portal Steps: Log in to the official website -> Click your profile avatar in the top right corner -> Select Security -> Scroll down to the "Account Management" section -> Click Disable next to "Disable Account".
Mobile App Steps: Open the App -> Tap your avatar in the top left corner to enter Personal Center -> Tap Security -> Find "Disable Account" under the "Related to account" section -> Tap Disable Account.
After confirming the disabling action, a confirmation prompt detailing trading and withdrawal warnings will appear; tap Disable Account to complete the lock.
3. Account Unfreeze / Restriction Removal Process
After the 72-hour mandatory security cooldown period expires, if you have confirmed that your account is in a completely secure environment, you may apply for an unfreeze by submitting an appeal form.
Step 1: Access the Unfreeze Center
Web Portal: Log in to the official website -> Navigate to Security -> Click Unfreeze Center.
Mobile App: Open the App -> Go to Personal Center -> Tap Security -> Tap Unfreeze Center.
Step 2: Initiate Appeal and Submit Documentation
Upon entering the Unfreeze Center, the page will display your restricted feature status (e.g., Trading Restricted, Withdrawals Restricted).
Click the Appeal or Submit Unfreeze Documents button next to the restricted feature.
The pop-up window will show the restriction reason and solutions. Click Submit Unfreeze Documents.
Fill out the Disable Account Unfreeze Application Form completely, including your Account UID, bound Email address, full legal name, security confirmation checkmark, and required identity verification documents.
Step 3: Manual Review and Notification
After submitting the form, customer support agents will conduct a manual identity verification and risk assessment. The review process typically takes around 3 business days(business days do not include weekends and public holidays). The result will be communicated to you via email, SMS, or app push notifications.
4. FAQ
Q: How long does it take to unfreeze my account once restricted?
A: Once restricted, the account cannot be unfrozen within 72 hours. This is a mandatory safety cooldown period set by the system, during which customer service cannot manually intervene or unfreeze your account early. Please wait until the 72 hours have passed and ensure your account environment is secure before submitting the Disable Account Unfreeze Application Form.
Q: Will API trading and fiat withdrawals also be suspended after disabling my account?
A: Yes. Triggering the "Disable Account" feature immediately terminates all trading and outgoing fund channels, including API trading, spot/futures trading, bot operations, on-chain withdrawals, internal transfers, and fiat currency cash-outs.
Q: What happens to running bots, pending orders, and futures positions while my account is disabled? Is there any risk of liquidation?
A: While your account is disabled, you will not be able to place new orders or create new bots. However, your existing positions and running bots will remain unaffected. Disabling your account itself will not create any additional liquidation risk. You can still add margin or manually close positions to manage your existing trades. In addition, any futures limit orders placed before your account was disabled can still be triggered and open positions when the specified price is reached, even during the disabled period. However, you will not be able to place new orders while your account is disabled.
Q: Can I disable my account without logging in?
A: Yes. If you receive an unusual login alert email while unlogged, you can click the emergency lock link in the email to trigger "Disable Account" without logging in first. Upon your next login, a prompt stating "Some features of your account have been disabled" will guide you to the Unfreeze Center.
Q: How long does the review take after submitting the unfreeze form?
A: Once you submit the Disable Account Unfreeze Application Form along with identity verification files, customer support will review and process your request within approximately 3 business days (business days do not include weekends and public holidays). Results will be sent via email, SMS, or app push notifications.
Q: The Unfreeze Center shows two restricted features (Trading and Withdrawals). Do I need to submit an unfreeze request for each one separately?
A: No. When your account has been disabled, the Unfreeze Center will list both Trading and Withdrawals as restricted. You only need to submit the unfreeze documents under either one of the two categories, together with one completed Disable Account Unfreeze Application Form. There is no need to submit separate requests for each category.