There are several reasons why a HTX account can be locked either manually or automatically.

A. Exceeding the maximum number of failed login attempts.

Users are given ten(10) attempts to log in. Thereafter your account will be locked automatically for two(2) hours as a security measure to protect your assets.

B. Batch Registration

This is considered as spam. The system will automatically lock the account permanently.

You may submit an appeal to our support team at [email protected] to unlock your account with the following:

1)       a selfie with handheld passport/ID

2)       active mobile number

3)       reason for batch registration

C. Suspicious accounts (Risk of Anti Money Laundering (AML))

This is a permanent ban. To appeal, you may write in to our support at [email protected] with the following:

1)       a selfie with handheld passport/ID

2)       active mobile number

3)       appeal letter

D. An order issued by the local authorities

To appeal, you may write in to our support at [email protected] with the following:

1)       a selfie with handheld passport/ID

2)       active mobile number

3)       appeal letter

E. Self-initiated account freeze

You may request to unlock your account by writing in to our support at [email protected] with the following:

1)       a selfie with handheld passport/ID

2)       active mobile number

3)       reason to unlock