Crypto Exchange Access Recovery —
2FA, Email, KYC, AML
Whether you've lost access to your exchange account due to a broken device, a hacked email, or a compliance freeze — we identify the correct recovery path and guide the process through to resolution. We work with all major exchanges worldwide.
Select Your Exchange
Each exchange has different compliance requirements and recovery procedures. Select your exchange for a detailed, exchange-specific guide and assessment form.
Risk Control blocks, Source of Funds requests, P2P disputes, corporate AML. The world's largest exchange — and the most common freeze scenario we handle.
Derivatives compliance blocks, large PnL triggers, P2P suspensions, security holds after device change. Post-2024 AML tightening expertise.
Regional IP flags, DeFi transaction AML screening, strict document format requirements, Web3 wallet activity reviews.
Legacy account Enhanced KYC requirements, sub-account AML propagation, post-2023 security review backlog. Compliance escalation expertise.
New token listing trading flags, P2P payment disputes, abnormal trading behaviour reviews, Source of Funds for large deposits.
Kraken, HTX, Gate.io, Bitfinex, Crypto.com, Coinbase, Garantex, and others. Contact us — we assess each platform individually.
Two Types of Exchange Access Problems
Understanding which problem you have determines which recovery path applies. They look similar from the outside but require completely different solutions.
Access Loss — You Cannot Log In
Caused by a lost 2FA device (phone broken, stolen, or lost), a hacked or deleted registration email, a forgotten password when email access is also lost, or a phone number change that breaks SMS verification. Your funds are safe on the exchange — you simply cannot reach them. Recovery requires working through the exchange's security/identity verification team, not the standard support channel.
Compliance Freeze — You Can Log In But Cannot Withdraw
Caused by AML flag, Source of Funds request, KYC mismatch, P2P dispute, unusual transaction pattern, or regional IP flag. You can log in, see your balance, possibly even trade — but withdrawals and transfers are blocked. Recovery requires a structured compliance appeal to the exchange's AML/KYC team with specific documentation. This is a different team from support, and requires a different submission approach.
Partial Restriction — Some Functions Blocked
P2P disabled while spot trading remains active, margin trading suspended, withdrawal limit severely reduced, or specific coins blocked from withdrawal. This is often an early-stage compliance flag that has not yet escalated to a full freeze. Responding promptly and correctly can prevent escalation to a full account block.
Not Sure What Type — Free Diagnosis
The distinction between access loss and compliance freeze is not always obvious to the account holder. In many cases, users misidentify the problem type and use the wrong recovery approach — wasting weeks. We provide a free diagnosis based on the symptoms you describe.
The Recovery Process
Free Assessment and Problem Diagnosis
You describe the situation — what access you have, what the exchange told you, what you've already tried. We diagnose the problem type (access loss vs. compliance freeze vs. partial restriction) and identify the specific trigger. This determines the entire recovery path.
NDA and Document Checklist
Mutual NDA signed before any sensitive information is shared. We prepare a precise document checklist specific to your problem type, exchange, and the identified trigger. No generic forms — every item on the list maps directly to a compliance or security requirement.
Case File Preparation
We build the submission package: documents formatted correctly for the target exchange, a covering statement explaining the situation in terms the reviewing team is trained to evaluate, and any on-chain transaction documentation required.
Submission Through Correct Channel
Submitted through the correct escalation path — security team for access loss cases, compliance team for freeze cases. The channel matters as much as the content. A correctly written submission sent to the wrong team can wait weeks without progress.
Follow-Up and Resolution
We track the case, follow up when response timelines are exceeded, and handle any additional information requests from the exchange. We stay engaged until access is fully restored or a definitive outcome is reached.
Exchange Access Cases We Have Resolved
Client lost their phone with Google Authenticator configured for Binance. Email account was still accessible but the registered phone number was also out of service. We guided the identity verification process through Binance's security team with video verification and notarised identity documents. Full account access restored in 11 days with 2FA reset to a new device.
Client's Gmail account was compromised in a SIM swap attack. The attacker changed the OKX registered email and then attempted to withdraw funds. OKX security system flagged the suspicious email change and froze the account pending identity verification from the original owner. We submitted the identity recovery package through OKX's security channel, reversing the attacker's changes and restoring account control in 16 days.
A client registered their KuCoin account with a passport that had since expired. KuCoin's Enhanced KYC refresh requirement rejected their updated document because the name transliteration from their new passport differed slightly from the original registration. We structured a compliant re-verification submission that matched the new document to the account history with an explanation statement. KYC approved in 9 days.
Frequently Asked Questions
What is the difference between a frozen account and lost access?
Can I recover a crypto exchange account without access to the registered email?
My phone with Google Authenticator was lost or broken — can I recover exchange 2FA?
How long does exchange account recovery take when 2FA is lost?
Which exchanges do you work with?
Lost Access or Frozen Account?
We Find the Right Path.
Free assessment for every case. Describe your situation and we'll identify the correct recovery approach, realistic timeline, and probability of success — at no cost and with no commitment.