My account is frozen due to "risk control", what should I do?

What is risk control (wind control) and why is risk control triggered?

Ensuring the security of users' capital accounts is the top priority of Bitjia. Risk control is an additional technical measure to ensure the security of user accounts. If there is a suspicious login or abnormality in the user account, in order to ensure the security of the account funds, the account will be locked. The platform will identify accounts in an abnormal state through technical means. Risk control may be triggered if your account usage involves the following situations:

• Your IP is a country or region that CoinJia does not support transactions;

• You have frequently logged in to multiple accounts on one device;

• Your identity verification country/region does not match your daily active range; In order to participate in Bijia activities, register accounts in batches;

• The account was suspected of violating regulations and was frozen due to the request of the judicial authority to assist in the investigation;

• Your account conducts frequent large-value transactions and withdrawals within a short period of time;

• Your account is operated on a suspicious device or IP, and there is a risk of being stolen;

• Other risk control reasons.

If my account triggers certain risk control measures by mistake, how to release the risk control?

If your account is incorrectly triggered due to improper operation, you can contact customer service and follow the process specified by customer service/risk control to unlock the self-service account. The platform will review it within 3 to 7 working days, please wait patiently.

In addition, please change your password in time and ensure that your email, mobile phone or Google authenticator and other security verification methods, and ensure that it can only be accessed by yourself. In addition, you can contact the customer service team for further support. However, please note that if you are unlocked for risk control reasons, you need to provide sufficient supporting documents to ensure your ownership of the account. If you fail to provide materials, submit documents that do not meet the requirements, or do not meet the reasons for the appeal, you will not be able to receive timely support.

Please note ⚠️: Fraudulent phone calls/text messages from counterfeit Bijia staff have been prevalent recently. If you have any doubts about the received emails/text messages, you can confirm the authenticity of the email and website through the verification channel of Bijia official community customer service; You can use Bijia online customer service system to obtain further support. If you have any questions about funds, please consult customer service as soon as possible. Click here to learn about common scams.