Why outgoing transactions are restricted

A restriction means money can’t leave your account until it’s lifted. Your funds stay yours and stay where they are — nothing is confiscated, and in most cases you can still receive crypto normally.

You’ll know because a Telegram message arrives from the bot, the home screen shows a red banner, and any outgoing action fails with “Outgoing transactions are restricted — complete identity verification.”

What still works

• Receiving — your deposit addresses keep crediting.
• Reading — balances, transaction history, rates, and settings.
• Verification itself — the whole point of the restriction is that you can work your way out of it, so the Verification screen stays open.

There is one exception. When an account is flagged as a suspected duplicate (the same person running more than one account), the deposit side closes too: the Receive screen and deposit addresses won’t open, showing the same verification message. Crypto already on its way to an address you had before still gets credited — the screens close, not the addresses. Withdrawal normally stays open, so you can take your money out while identity is sorted.

How to lift it

Open More → Verification. A red banner sits at the top of the screen, and below it are the steps. Complete identity verification — phone, basic information, then Verify with Sumsub — as described in how to get verified.

What happens when your documents are approved depends on why the restriction was placed:

• AML / duplicate-account restrictions lift automatically the moment your documents come back approved. You’ll get a Telegram message: “The restriction on your account was lifted.”
• A source-of-funds hold waits for the source-of-funds review, not just for identity. See source-of-funds requests.
• A restriction placed manually by an operator needs an operator to lift it. Verify first, then contact support.

The app doesn’t display which of these applies to you, so if verification is approved and the restriction stays, contact support and ask.