Types of Crypto.com holds
| What you see | What it usually means |
|---|---|
| You can't log in with your email and everything is blocked | One-Button Lock, a security lock you switched on directly or through support. It covers both the App and the Exchange. |
| Fiat deposit marked "Action Required" or "Under Review" | A bank transfer to your App Cash Account is waiting for proof that it came from your own account |
| Request to prove where your money came from | A source of funds (SoF) check, part of Crypto.com's due diligence |
| Crypto deposit on hold, or you can't add a withdrawal address | Travel Rule checks: you have to declare that you own the wallet |
| Visa Card frozen or cancelled | A card-level action under the card terms, or a side effect of an account lock |
| Account suspended or closed by Crypto.com | Action under the App or Exchange terms of use |
Take a screenshot of every notice and email. The exact wording helps tell these cases apart.
Why Crypto.com restricts accounts
Crypto.com's App and Web terms (Foris DAX MT Limited) allow it to suspend, restrict or terminate access on reasonable suspicion of a breach of the terms. Opening multiple accounts and abusing incentive schemes are named examples. It can also act on suspected money laundering, terrorist financing, fraud or other financial crime, and it may end a relationship without giving reasons. The Exchange terms likewise let Crypto.com suspend or close an Exchange account and ask you to verify again.
Everyday triggers are more practical: a bank transfer from an account that isn't in your name, a card payment that failed or was reversed, or a deposit from a wallet you haven't declared. For the bigger picture, see why exchange accounts freeze.
How to resolve each type
- One-Button Lock: in the App, tap "Log In to Existing Account", verify your email, confirm why the account was locked and complete identity verification. Otherwise ask support for a manual unlock. Crypto.com says this can take several business days. Unfreeze your Visa Card separately afterwards. Crypto.com: One-Button Lock FAQ.
- Fiat deposit on hold (App): the name on the sending bank account must fully match your Crypto.com name. Joint accounts, transfers from family or an employer, and payments through processors or other exchanges may be rejected. For EUR deposits, Crypto.com may ask for a bank statement from the last 90 days. It must show your full name, account number, bank name, SWIFT/BIC, country and the amount. Crypto.com says the review takes one to two business days. If you send nothing within seven days, the deposit is refunded. Crypto.com: EUR deposit by bank transfer.
- Travel Rule hold (Exchange): a deposit from an undeclared wallet stays on hold until you declare that you own it. Withdrawals are only allowed to wallets you own. Crypto.com: Travel Rule FAQ.
- Card: the European card terms let the issuer suspend or limit a card without notice. The issuer can also cancel the card if a negative balance isn't topped up, and request documents at any time.
- Suspension: contact support through the in-app chat or chat.crypto.com. Ask what's needed and answer everything in one reply.
In the EEA, Crypto.com's complaints policy says complaints are acknowledged within two working days. It aims to give a final response within 15 working days. You can then escalate to Malta's Office of the Arbiter for Financial Services. Crypto.com: complaints handling policy.
Source of funds requests
Crypto.com defines source of funds as proof of where the money in your account came from. For large crypto deposits, you also have to explain how and when you got the crypto. Typical evidence pairs a source document with a bank statement showing the money arriving: a payslip or tax statement for salary, at least three months of statements for savings, a sale contract for property, or a will or donor letter for an inheritance or gift.
Files must be PDF, PNG, JPG or JPEG and show all four corners. Your name, statement date and transaction dates must be visible. You may cover numbers such as a social security or card number, but keep the incoming money and your transfers to Crypto.com visible. Uploads go through a secure link you get by replying to the request. Crypto.com: what is source of funds. Our free source of funds letter generator and step-by-step guide help you write the explanation that goes with your documents.
What still works while restricted
That depends on the hold. A One-Button Lock blocks new trades, withdrawals, App–Exchange transfers and new whitelisted addresses, and it deactivates the Visa Card. Withdrawals already pending still go through, and CRO staking rewards keep accruing. A fiat deposit on hold normally affects only that deposit. If your account is suspended, ask support which functions are still open.
Suspension or closure: getting your funds out
Crypto.com's App and Web terms say that if your account is suspended or closed, you can still recover your remaining crypto and cash. The exceptions are a law or court order that prevents release, or reasonable grounds to suspect the funds came from fraud or unlawful activity. Crypto.com App and Web T&Cs. The US terms add a deadline: after notice of termination you have 30 days to move your remaining crypto or USD out. After that, Crypto.com may sell the crypto and send the USD by check to your last known address. Crypto.com US T&Cs. Under both sets of terms, Crypto.com can recover money you owe it from your balances. Other regions may differ, so check which entity's terms apply to you.
Common mistakes
- Opening a second account. The terms treat multiple accounts as a reason to suspend.
- Sending documents piece by piece, or redacting so heavily that the key transactions disappear.
- Depositing from a joint or relative's account and then missing the seven-day proof window.
- Charging back a payment to Crypto.com. It can leave you owing money that Crypto.com can recover from your account.
- Calling "Crypto.com support numbers" found through search. Crypto.com's help pages point to the in-app chat and chat.crypto.com, and Crypto.com says it will never send you software to install or remotely access your device.
How we help with Crypto.com cases
- We work out from your notices which type of hold you have and whether it sits on the App or the Exchange.
- We prepare your source-of-funds explanation and a document pack that meets Crypto.com's format rules.
- We draft your support messages, complaints and follow-ups.
- If the account is closing, we help you plan the withdrawal in time.
Send us your case by email, or compare our Binance and Coinbase guides and the full list of exchanges. CryptoUnfreeze is independent and not affiliated with Crypto.com.
Frequently asked questions
How do I contact Crypto.com about a frozen account?
Use the in-app chat ("Contact Support") or chat.crypto.com. Ignore phone numbers and "agents" found through search results or social media.
How long does a Crypto.com review take?
It depends on the type. Crypto.com says EUR deposit proof is reviewed in one to two business days, and that a manual One-Button Lock unlock can take several business days. Its terms allow up to 45 days for complex issues.
Can I withdraw if Crypto.com closes my account?
Generally yes, unless the law, a court order or suspected fraud prevents it. US users get 30 days after the termination notice.