How to Freeze and Unfreeze your KuCoin Account

Here you’ll learn how to freeze and unfreeze your account so you can quickly get help should you face a security threat.   

Contents
1. Freezing your Account
2. Unfreezing your Account

1. Freezing your Account

You can quickly freeze your account using three methods:
1. When performing sensitive actions, you’ll receive a confirmation email which also contains a freeze link. Click the link to immediately freeze your account. Scenarios that will prompt this confirmation email include:

• New Device Login Alert
• Login notifications
• Enabling leverage
• Changing or unlinking your phone
• Changing or unlinking your email
• Changing or resetting your trading password
• Linking, changing or unlinking your Google Verification
• Changing your login password
• Creating or modifying APIs
• Withdrawals
• Unfreezing your account

The link in the email look like as below：

2. If you’re already logged in, an emergency freeze can be done in two ways:
i. Selecting your avatar→ Account Security → Freeze Account

ii. Or, go to Help Center page → Freeze Account

3. If you suspect your account or email is compromised and you can’t log in to your KuCoin account, contact live support immediately. Once we’ve verified your identity, your account will be promptly frozen.

You can reach out to our customer service team via web or app. Refer to How to Contact KuCoin Support  for details.

Unfreezing Your Account

Once you are sure your account is secure, you can unfreeze it through a self-unfreeze or by contacting customer support for a manual unfreezing.

1. Self-Unfreeze
If you froze your account on your own, you’ll need to submit a self-unfreeze request. First, log in to your account. A pop-up should appear, requesting you to complete security verification. Enter your trading password and verification code that you’ve received (via email or message) to verify your account. Then, follow the remaining prompts to complete identity verification and submit a self-service unfreeze request.

2. Manual Unfreeze
If your account was frozen for other reasons and you can't log in, withdraw, or trade, please contact customer support. We'll investigate the causes and unfreeze your account as soon as possible.