How do I appeal a freeze?
File a ticket explaining the situation; a human reviews it. False positives are lifted; confirmed violations are handled per the review conclusion — assets are not confiscated.
When your account is frozen, the first thought is usually "Is the account dead? Is my money gone?" Neither is true. After a freeze you can still log in, view your balance and cards, and submit a support ticket—what's suspended are account-level actions like opening new cards. An appeal isn't about protesting your innocence or pleading your case; it's about handing the human reviewer facts that can be verified. What actually decides the outcome is which of two paths you're on—a false positive or a confirmed violation—and the two are handled completely differently, so figure out which one applies to you before you appeal.
Appeal through a support ticket, and give the review everything it needs in one go
- Open a support ticket to submit your appeal—this is the fastest channel, typically with a first response within 2 hours during business hours, with no need to look for another route.
- Explain your account background: your sign-up and usage scenario (subscribing to AI tools / SaaS / ad campaigns, etc.) and your main recent activity.
- Attach verifiable evidence: the relevant top-up order numbers, what you opened cards for and how you spent, and the names of the merchants involved.
- After submitting, wait for the human review; in the meantime, don't repeatedly register new accounts or run intensive, back-to-back actions in a short window—these overlap with what triggers a freeze and will only weigh against you in the review.
The review has only two conclusions, each mapping to a distinct path for your assets
| Review conclusion | Account handling | Asset handling |
|---|---|---|
| False positive (no red line crossed) | Freeze lifted, normal use restored | Your platform balance and card limits are unaffected and continue as usual |
| Confirmed violation | Handled per the review conclusion; the platform reserves the right to terminate service | Handled per the conclusion; assets are not confiscated—you can close cards to settle and withdraw your balance to get it back |
Before you appeal, self-check: are you more likely a false positive, or did you cross a red line?
- You only made normal purchases (AI subscriptions / SaaS / ad campaigns) and never touched cash-out schemes, transaction laundering, or illicit gray-market activity → usually a false positive; explain honestly and the freeze can be lifted.
- You didn't mass-register multiple accounts to get around the card-opening limits (at most 5 open at once, 10 in total) → normal.
- Your transaction pattern isn't abnormal (not opening a large number of cards in a short burst, or repeatedly retrying after frequent failures) → normal.
During the freeze and after it, your money is never forfeited
Your platform balance is always recorded in a ledger under your name, and your card limits sit in a separate pool under your name, kept apart from your platform balance; a freeze only pauses actions—it never touches your principal. Once a false positive is cleared, everything continues as usual; even if a violation is confirmed and the account is terminated, assets are still handled per the review conclusion—you close the cards to settle the remaining limits back into your platform balance, then submit a withdrawal that returns via the original route in USDT (the on-chain transfer fee is deducted from the withdrawal amount). The one timing gap to note: the upstream issuer holds funds on closed cards for a 60–90 day period; that portion returning to your platform balance is usually advanced by the platform first, but if you want to withdraw it as well, you'll need to wait until the hold period ends.