What you see — and what it usually means
| What you see | Usually means | What to do |
|---|---|---|
| Withdrawals cancelled after a password reset, 2FA reset or security change | Automatic withdrawal hold, five days in most cases | Wait it out, or ask support to lift it early if you were already Intermediate or Full verified |
| Withdrawals disabled after logging in from a new IP address | The optional new-IP withdrawal lock (24 hours) | Wait; if the login wasn't you, use the freeze link in the alert email |
| Withdrawals and trading suspended | The account has been frozen, often by the owner for security | Secure your email and devices, then contact support |
| "Compliance Restricted" error when trading or placing an offer | The account may be flagged as belonging to a U.S. Person | Contact support to correct your status, or to withdraw if you are a U.S. Person |
| Email from the compliance team asking for more documents | A KYC review triggered by account activity | Prepare a complete, consistent document pack before you reply |
| Can only view balances; can't deposit fiat or trade | Your verification level is too low for that feature | Upgrade verification on the Verification page |
Why Bitfinex restricts accounts
Bitfinex links withdrawal holds to security events: a password or 2FA reset, unlocking or changing a locked withdrawal address, and changes made through support such as a new email address, a PGP reset or an IP whitelist change.
On the compliance side, Bitfinex says it reserves the right to ask for KYC information at any time if your account activity raises flags, and that in some rare cases it may ask for further information and documents. Access also depends on where you live: Bitfinex's U.S. FAQ says its terms bar U.S. Persons from using its services, and some tokens and features are restricted by jurisdiction. For the broader picture, see why exchange accounts freeze.
How to resolve each type
Withdrawal hold after a security change
Withdrawals you submit during the hold are cancelled automatically. Bitfinex can lift the hold early only if your account was Intermediate or Full verified before the hold started: contact support and complete the ID check they request. Basic Plus accounts have to wait, and verifying now will not remove a hold that is already running. Bitfinex help: why do I have a withdrawal hold.
Frozen account or suspected compromise
If you can't log in and fear someone else can, Bitfinex lets you freeze the account, which suspends withdrawals and trading. Then change your password, revoke API keys you don't trust and contact support. Lost your 2FA device? Smaller accounts can use Bitfinex's self-service 2FA reset; larger ones go through support. Expect a withdrawal hold after any reset.
Compliance request for more information
Bitfinex tells users to watch their email for official messages from its compliance team asking for more documents. Bitfinex doesn't publish a separate "enhanced verification" checklist, so answer exactly what is asked. Exchanges commonly want a clear explanation of where the money came from, backed by bank statements, payslips or exchange records. Our free source of funds letter generator and our source of funds letter guide help you structure it.
Verification upgrades
Bitfinex has four levels: Basic Access (view-only), Basic Plus, Intermediate and Full. Intermediate adds a second photo ID, proof of address, a financial questionnaire and a KYC declaration. Full adds a bank statement in your own name (deposits must come from that account) and is required for USD. Proof of address must be no older than 90 days, and review starts only once every section is submitted. Bitfinex says most Intermediate and Full applications are processed within 2–3 working days, and incomplete ones take longer. Bitfinex: verification levels.
"Compliance Restricted" and residency
If you were wrongly marked as a U.S. Person, support will walk you through verifying and changing your status, which may require documents. If you moved away from a restricted region, update your residential address and upload proof under Manage Documents on the Verification page, then contact support.
How to contact Bitfinex support
Use live chat on bitfinex.com for general questions; for your own account, open a ticket on the official contact page (cs.bitfinex.com). Bitfinex warns that many accounts impersonate its support team. It says its team never asks for payment to help, never asks for your password and doesn't start contact by direct message.
Corporate account reviews
Corporate accounts need at least Intermediate verification. Bitfinex asks for incorporation documents, articles, director and shareholder lists, an ownership and control chart and a certificate of good standing issued within the past 12 months. Each director, shareholder with 10% or more, authorised signatory and ultimate beneficial owner provides two photo IDs, recent proof of address and a selfie. Extra documents may depend on the nature of the business and on each additional ownership layer. Bitfinex says corporate processing can take up to one week once all sections are complete.
What still works while restricted
That depends on the type. A withdrawal hold stops withdrawals. A freeze suspends both withdrawals and trading. A "Compliance Restricted" status blocks trading and offers. At Basic Access the account is view-only. If you can still log in, check each section's status on the Verification page and upload documents there. Download your reports and transaction history now; you'll need them.
Leaving Bitfinex: withdrawing your funds
Bitfinex tells U.S. Persons to contact Customer Support to withdraw their funds. When Bitfinex withdrew services from Ontario customers, it asked them to close positions and withdraw by a set deadline, so read any regional notice early. If you close the account yourself, you must cancel orders, close positions, clear funding offers and withdraw every asset first. Bitfinex says deactivation is permanent, support cannot restore it, and you lose access to your trade and balance history, so export your records first. Bitfinex help: account deactivation.
Common mistakes
- Making further security changes (2FA, address lock, email) while a hold is running — each of these is a hold trigger in its own right.
- Submitting verification with one section missing, so the review never starts.
- Sending proof of address older than 90 days, or deposits from a bank account that isn't the one you verified.
- Answering a compliance email with fragments instead of one complete, consistent explanation.
- Trusting "Bitfinex support" accounts that message you first on social media or Telegram.
How we help with Bitfinex cases
- We work out from Bitfinex's wording and your timeline whether you face a hold, a freeze or a compliance review.
- We prepare source-of-funds explanations and document packs for individual and corporate reviews.
- We draft your ticket messages and follow-ups in clear, consistent language.
- If you are leaving Bitfinex, we help you plan an orderly withdrawal.
We never ask for your password, 2FA codes, seed phrase or private keys, and we can't guarantee any outcome — the decision is always Bitfinex's. Beware anyone who promises to "unlock" your account for a fee: see how recovery scams work. CryptoUnfreeze is independent and not affiliated with Bitfinex. Similar issues on other exchanges: Kraken, OKX, or all exchanges. Questions? Contact us.
Frequently asked questions
How long does a Bitfinex withdrawal hold last?
Five days in most instances after a security change, or 24 hours after a new-IP login if you enabled that lock. Support can lift a security hold early only for accounts already Intermediate or Full verified before it started.
Can I withdraw if Bitfinex won't serve me?
Bitfinex tells U.S. Persons to contact Customer Support to withdraw their funds. Read any regional notice for its deadline and act early.
Someone from "Bitfinex support" messaged me on Telegram. Is it real?
Almost certainly not. Bitfinex says its staff don't start direct messages, ask for passwords or charge for help. Use only live chat on bitfinex.com or cs.bitfinex.com.