There can be several reasons why you are not able to sell your cryptos on our platform.
1. You have not yet verified your bank account:
In order to complete a transaction there must be a verified bank account set up. You need to not only add the bank account details but also upload the requested documentation, so that we can check that the details are correct. This is done to protect you by minimizing the chances of errors in such process. If you have just uploaded the details, please do not hesitate to contact us on the chat to get the verification completed.
2. You are not responding to questions related to your cryptos, we have sent you:
We perform transaction and account monitoring and in that connection we may have sent you questions; which can be anything from 'Your ID has expired" to 'How did you obtain your cryptos'. If time goes by and we do not receive a response, we may choose to freeze all or part of your access to our app/platform until you have reacted. Once we have received the requested information, unless we inform you otherwise, you should be able to access all functionalities again.
3. You are not responding to request to update your information, we have sent you:
From time to time we will send out requests to update and/or confirm the information on file for you, this can be e.g. :
- Your ID on file has expired, so we have asked you to provide an updated one
- Your country of residence/address
- Your profession
- Your contact information
If we do not receive a response, we may choose to freeze all or part of your access to our app/platform until we have received a response from you. Once we have received the requested information, unless we inform you otherwise, you should be able to access all functionalities again.
If you have any questions, please contact our support team.