Why is my account suspended?

If your Coinhouse account has been suspended, this may be due to several reasons related to regulatory requirements or security measures. Here are the main reasons why an account may be suspended and the steps to follow to resolve the issue:  

Main Reasons for Account Suspension

• If a compliance form has been sent to you (via our partner Tomorro), please make sure to fill it in completely and submit it as soon as possible.
• If you have received an email from our compliance department (Coinhouse F2CP) requesting additional information and have not yet responded. Make sure to check all your emails, including your spam folder, to see if you have received a message from our compliance team requesting additional information or actions to be taken.

Expired identity documents:

• If your identity documents (national ID card, passport, etc.) are outdated or incorrect, this may result in the suspension of your account. Please ensure that the information provided is accurate and up to date.

Use of fraudulent platforms:

• The use of fraudulent platforms, such as the dark web or sites appearing on blacklists, may result in the immediate suspension of your account. For security and compliance reasons, we must strictly adhere to these rules in order to continue our operations within the European MiCA regulatory framework.

In summary, the suspension of your account may be temporary and is generally due to compliance or security reasons. By following the steps outlined above, you should be able to quickly resolve the issue and reactivate your account.

If you have any further questions, we are at your disposal !

Monday to Friday : from 9:30 to 12:30 and 13:30 to 18:00.

Write us here

Contact us by phone 👉 +33 1 82 88 29 51