Access Restriction

  1. Unsupported region restriction
  2. Age restriction
  3. Duplicate verification
  4. Unsuccessful verification

My access to Wallet has been suspended. What could be the reason

Wallet must meet AML / CTF (Anti-Money Laundering / Counter-Terrorist Financing) requirements. Thus, your access may be suspended per our risk management policy. We may not disclose the exact reason for security purposes, but here are some common cases:

  1. Citizenship/residency of a prohibited jurisdiction.
  2. Age restriction. You can start using Wallet once you reach the age of 18 and are considered a legal adult in your jurisdiction.
  3. Multiple accounts. Users are permitted to have only one Wallet account under the Terms of Use. If you have more than one account, refer to this article for guidance.
  4. Unsuccessful verification. For more information about identity verification, click here.
  5. Violation of the User Agreement. Your access can be suspended if you used Wallet for illegal activities or high-risk transactions. This includes connections with darknet, sanctioned exchanges, or fraud. Read more details in our User Agreement.

If your access is suspended, you may be asked to undergo identity verification and provide additional information via Wallet chat. Passing verification and providing the necessary information is mandatory for the access review.

Your documents may take longer to be reviewed, read more about the process here.


If the access is suspended, but I have cryptocurrency, how to withdraw it

In most cases, if your access is suspended, you can withdraw your crypto to a wallet address in a different service.

First, please check if withdrawal is available for you. To do this, in the main menu, select 'Send' → 'External Wallet' and choose an asset to send. Read more about withdrawals, limits, and commissions here.

In case when withdrawal is not available for you:

It is probably because our monitoring system marked your account as high-risk. Read more about the reasons here.

If you have assets on your balance, you need to contact the support team. Our specialists will review your query. Please note that our support team will never DM you first.

Possible reasons for account restriction

Unsupported region restriction


The access is suspended due to 'Unsupported region', but I am not a citizen/resident of a restricted jurisdiction, and I am currently not located there. What to do

If you were located previously, but are neither a resident nor a citizen of:

the United States of America, American Samoa, Guam, the US Virgin Islands (St. Croix, St. John and St. Thomas), Palau, Puerto Rico, Northern Mariana Island, or unrecognized territories, including, Crimea, Lugansk People's Republic (LPR or LNR), Donetsk People's Republic (DPR or DNR), Kosovo, Northern Cyprus, Abkhazia, South Ossetia and Transnistria

and are currently not located there, please contact our support and be ready to pass verification and provide a document confirming your place of residence, so that we could review restoring the account access. 

Please provide a document that is dated within the last 3 months and displays your full name along with your current address. You have the option to upload one of the following:

  • Utility bill for gas, electricity, water, internet, etc. linked to the property
  • Bank statement for a debit or credit card
  • Current lease agreement with signatures of the landlord and the tenant
  • Tax invoice or a certificate of residence issued by the state from a recognized public authority

If you were located previously on the territories of:

Democratic People's Republic of Korea, Iran, Afghanistan, Haiti, Liberia, Libya, Mali, Myanmar, Somalia, South Sudan, Syrian Arab Republic, Yemen, Cuba, the United Kingdom, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Iceland, Liechtenstein, Norway

and are currently not located there, please pass Advanced verification, so that we could review restoring the account access. Provide a resident permit, which is valid for 1 year or longer and confirms your location in an eligible country.

If you already have Advanced verification, please contact the support.


You can withdraw the remaining balance via 'Send' in the app’s main menu. Read more about withdrawals, limits, and commissions here.

You can check the list of restricted jurisdictions and territories here.

Passed verification (KYC) and got rejected due to 'Unsupported region', can I pass KYC again

Since Wallet services are not available in your region, it is not possible to pass the verification procedure again. You can check the list of restricted jurisdictions and territories here.

You can withdraw the remaining balance via 'Send' in the app’s main menu. Read more about withdrawals, limits, and commissions here.

Indicated an anonymous phone number and got rejected due to 'Unsupported region'. Why?

Wallet doesn't support +888 anonymous phone numbers, since we are obliged to ensure that our users pass the identification and verification procedure. Anonymous phone numbers make it difficult to fulfill these requirements. Thus, please complete the verification level that includes confirmation of residential address, so that we could review restoring your access.

To pass verification, go to Settings via three dots in the upper right corner →'Identification Level'→ 'Advanced'.

We will verify information on your KYC history and can review restoring your access.


I received a notification that I am a resident or citizen of an unsupported region, but that’s not true. How to return my deposit

If you’re not a resident or citizen of an unsupported region, please complete advanced verification using your Proof of Address document. This way, we can consider restoring access and credit the deposit. Read more about KYC here.

If you are unable to complete the verification process, you can cancel the deposit.

Read more on how to cancel a deposit here.

Age restriction


Passed verification, but got an 'Age restriction'. What to do

According to the User Agreement, you can use Wallet only after reaching 18, so your access to the service is limited.

We can review restoring your access once you turn 18. Please contact support the day after your birthday. We will verify information on your KYC history. If you wish to pass verification again, you will not be able to do this, since identity check and KYC can be done only once.

You can withdraw the remaining balance via 'Send' in the app’s main menu. Read more about withdrawals, limits, and commissions here.

Mistyped and indicated the wrong age. What to do

Please provide your identity documents and complete verification (KYC). To pass verification, go to Settings via three dots in the upper right corner → 'Identification Level' → 'Extended'.

We will verify information on your KYC history and can review restoring your access.

I accidentally indicated that I'm under 18 years old, now I'm asked to pass verification (KYC). Can I change the data and not go through KYC

You can't change the information you filled in. For us to review your access, please pass the verification procedure by providing your national ID.

Didn’t pass verification, as I indicated the wrong age. How to return my deposit

Wallet can be accessed starting from 18 years, therefore, for us to consider restoring access, please complete enhanced verification using your ID document. Read more about KYC here.

If you are unable to complete the verification process, you can cancel the deposit.

Read more on how to cancel a deposit here.

Duplicate verification


Received an error 'Duplicate Verification'. What to do

This screen appears if you have an existing Wallet account and attempt to verify another one. In accordance with the User Agreement, each Wallet user can only have one account.

If you see a button “This is my main account” on the screen, you will have the option to set this account as your main one. You can perform this action only once. By proceeding, your other accounts will be restricted. You will only be able to withdraw funds from your restricted accounts, and not perform any other transactions on them.

TON Space allows you to have an account for a self-custody TON wallet.


What about my funds, can I access them

You will be able to send the funds to your main Wallet account. Simply open your old account and tap ‘Send’ to withdraw the remaining balance. Read more about withdrawals, limits, and commissions here.

I don't have other accounts, but still see the 'Duplicate Verification' message

You will only see this screen if you previously passed identity verification (KYC) on another Wallet account. If you are certain that you've never done so, please contact our Support Team for assistance.

Can I use multiple accounts in Wallet if I have several Telegram accounts

Even if you have multiple Telegram accounts, you can only have one account in Wallet.

Note: If you have multiple Wallet accounts, and your access to one of them is suspended due to reasons other than ‘Duplicate Verification’, you will not be able to choose a main account. In this case, please contact our Support Team for assistance.

Unsuccessful verification


I have KYC verification issues. What to do

In your case, the verification has not been successful, thus the access restriction is final. You will not be able to pass verification again, since identity check and KYC can be done only once. You can read more about identity check here.

You can withdraw the remaining balance via 'Send' in the app’s main menu. Read more about withdrawals, limits, and commissions here.

If you can't withdraw, It is probably because our monitoring system marked your account as high-risk.

If you have assets on your balance, you need to contact the support team, and we will check the possibility of withdrawing.


Why can I have unsuccessful verification

There are a number of reasons, as to why KYC can be unsuccessful:

  • Non-compliance of provided documents with the set requirements;
  • Provision of incorrect, inaccurate or fake information;
  • Inability to confirm identity or residential address;
  • Mentions in international sanction lists, or other restrictive lists, and others.

Didn’t pass verification, access is restricted. How to return my deposit

If you received your deposit after a restriction was applied, you will see the ‘Cancel transaction’ button for the deposit and be able to cancel it.

Read more on how to cancel a deposit here.

Possible issues during the verification process


I passed verification, but it is stuck on continual review. How long do I wait for the resolution

Currently, the review time has increased to 5 working days due to higher workload. Rest assured, we will check the provided information and resolve the account access issue.

In case the verification is still on review after 5 days, please contact the support team. We will solve it.

My access to the P2P Market is suspended, what could be the reason

Access to the P2P Market can be suspended due to several reasons, including:

  • Temporary suspension due to excessive canceled orders. If you cancel too many orders, you will receive a notification in Wallet chat, stating that your access has been temporarily suspended. The suspension cannot be lifted before 24 hours. To prevent this, it is recommended to only start orders if you are prepared to complete them. Repeated violations may lead to permanent suspension on the P2P Market.
  • Temporary suspension for violating ad creation rules. Your access may be temporarily suspended if you include payment details or contact information such as Telegram username, phone number, or email address in an ad comment. In such cases, please contact our support team for assistance. Repeated violations may result in permanent suspension on the P2P Market.
  • Final suspension that is non-negotiable: violation of the P2P Market's Terms of Use. For instance, a buyer marking an order as paid without transferring the actual payment to the seller, or an appealing counteragent not cooperating, or providing false information, during the resolution of an appeal query. Such cases will lead to permanent suspension on the P2P Market.
  • Citizenship/residency in a prohibited jurisdiction. Check the list of countries where Wallet is not available here.

If none of the above points apply to your situation, please reach out to our support team for further assistance.

Connected articles:

  1. Identity Verification
  2. Transaction Review