How to get my money from a frozen Crypto.com account

If your Crypto.com account is frozen due to suspicious activity or incomplete KYC, contact support, verify your identity, and follow up promptly to regain access.

Aug 10, 2025 at 05:35 am

Understanding Why Your Crypto.com Account Is Frozen

A frozen Crypto.com account typically occurs when the platform detects unusual activity, potential security threats, or compliance issues. The most common triggers include suspicious login attempts, multiple failed authentication efforts, or failure to complete Know Your Customer (KYC) verification. Crypto.com, like all regulated cryptocurrency exchanges, must adhere to anti-money laundering (AML) and counter-terrorist financing (CTF) regulations. If your identity documentation is incomplete, outdated, or flagged for review, access to funds may be restricted. Another reason could be a sudden spike in transaction volume that triggers automated fraud detection systems. In such cases, the platform freezes the account to prevent potential misuse until the user is verified.

Steps to Regain Access to Your Frozen Crypto.com Account

To begin resolving the issue, you must log in to your Crypto.com account via the app or website. If the account is frozen, you will likely see a banner or pop-up notification explaining the restriction. The next step is to check your registered email for any official communication from Crypto.com. These emails often contain specific instructions or requests for additional information. If no email is received, navigate to the Support section within the app. Use the in-app chat or submit a ticket under the “Account Issues” category. When contacting support, ensure you provide your full name, registered email, phone number, and a clear description of the problem. Attach any relevant screenshots showing the freeze message.

• Open the Crypto.com app and attempt to log in
• Check your email inbox (and spam folder) for messages from Crypto.com
• Visit the Help Center in the app or on the website
• Submit a support request detailing your situation
• Respond promptly to any verification requests

It’s crucial to verify your identity if prompted. Crypto.com may require a government-issued ID, a selfie holding the ID, or proof of address such as a recent utility bill or bank statement. Upload these documents directly through the app’s verification portal. Ensure all documents are clear, unaltered, and current. Blurry or expired documents will delay the process.

Recovering Funds After Account Verification

Once your identity is confirmed and the freeze is lifted, you can proceed to access your funds. Begin by navigating to the Wallet section of the app. Here, you will see your available balance across different cryptocurrencies. If you intend to withdraw funds, select the specific asset you wish to transfer. Tap on Withdraw and choose the destination network. Double-check the withdrawal address and network type (e.g., ERC-20, BEP-20, Polygon), as sending funds to an incompatible network may result in permanent loss.

• Go to the Wallet tab in the app
• Select the cryptocurrency you want to withdraw
• Tap Withdraw and enter the recipient address
• Choose the correct blockchain network
• Confirm the transaction using two-factor authentication (2FA)

Ensure your 2FA method (Google Authenticator, SMS, or email) is functioning. If you’ve lost access to your 2FA device, you must first recover it through the Account Recovery process. This may involve submitting a support ticket with proof of ownership, such as a photo of your ID and a signed statement. Withdrawals may take several minutes to hours depending on network congestion. You can track the transaction using the provided transaction hash (TXID) on a blockchain explorer.

Dealing with Persistent Freeze Issues

If your account remains frozen despite submitting all requested documents, escalate the matter. Return to the Support Center and reference your previous ticket number. Request a supervisor or compliance team review. Include a polite but firm message stating that you’ve complied with all verification requirements and are seeking resolution. You may also contact Crypto.com through official social media channels, such as Twitter (@CryptoCom), where support teams often respond to public inquiries.

Another option is to file a complaint through regulatory bodies if you’re in a jurisdiction with financial oversight, such as the Financial Conduct Authority (FCA) in the UK or Consumer Financial Protection Bureau (CFPB) in the U.S. However, this should be a last resort after exhausting direct communication. Keep records of all interactions, including timestamps, support ticket IDs, and uploaded documents. These may be necessary if further escalation is required.

Preventing Future Account Freezes

To avoid recurrence, maintain your account in good standing. Always use strong, unique passwords and enable multi-factor authentication (MFA). Avoid logging in from public Wi-Fi or unrecognized devices. If you travel frequently, inform Crypto.com of your location changes to prevent login flags. Regularly update your contact information and ensure your KYC documents remain valid. Renew identification cards or passports before they expire and upload updated copies to your profile.

• Use a password manager to generate and store secure credentials
• Enable biometric login (Face ID, fingerprint) if available
• Review login activity weekly under Account Security settings
• Update personal information promptly after any changes

Avoid engaging in suspicious transaction patterns, such as rapid deposits and withdrawals or transferring funds to high-risk jurisdictions. These behaviors can trigger automated alerts. If you plan large transactions, consider notifying support in advance to preempt system flags.

Frequently Asked Questions

Can I withdraw funds during a temporary freeze?

No, withdrawals are disabled during a freeze. You must resolve the underlying issue—such as completing KYC or verifying your identity—before regaining withdrawal privileges.

How long does it take to unfreeze a Crypto.com account?

Processing time varies. Simple verification requests may be resolved in 24 to 48 hours. Complex cases involving manual review or document discrepancies can take 5 to 10 business days.

What if I can’t access the email linked to my Crypto.com account?

You must regain access to the email or contact support to initiate an email change request. This requires identity verification and may take several days to complete.

Will Crypto.com refund my funds if they’re lost due to a freeze?

The freeze itself does not cause fund loss. However, if you lose funds due to unauthorized access during a compromised session, report it immediately. Crypto.com may investigate, but refunds are not guaranteed and depend on the circumstances.