Welcome to this guide, designed to help you quickly understand the handling process and required steps for accounts restricted due to abnormal operations. If your account is restricted, please submit a ticket and complete verification as outlined below. The LBank risk control team will assist you in restoring account functionality. Thank you for your cooperation!

How to Handle Restricted Trading or Withdrawal Operations?

Submit Identity Verification

Depending on the specific situation, complete the required C3 video verification, categorized into two types:

  1. Simple C3 Verification: Provide a C3 certification video recording, identity document details, and clear photos of both sides of the identity document (refer to the examples on the ticket page for recording and uploading the video).

Video Recording Requirements

Record a clear and continuous video (no pausing, editing, or screenshots allowed). The individual must hold a piece of paper clearly displaying the following information:

  • The current date and time;
  • Your LBank UID。

⚠️The video must be recorded continuously without interruptions or delays.

Identity Document Details

In addition, clear photos of both sides of the party’s identification document and the corresponding identification number must be submitted.

  1. Complex C3 Verification: Provide a complex C3 certification video recording (including identity verification and account login proof), identity document details, and clear photos of both sides of the identity document (refer to the examples on the ticket page for recording and uploading the video).

Video Recording Requirements
  • Part 1 (Identity Verification): Record a clear and continuous video (no pausing, editing, or screenshots allowed). The individual must hold a piece of paper clearly displaying the following information:

  • The current date and time;

  • Your LBank UID。

  • Part 2 (Account Login Proof): Display the screen of the device used to log in to the LBank account, ensuring the following steps are completed correctly:

    • The screen must accurately show the current date and time;


    • Log out of the LBank App;


    • Log out of the LBank website;


    • Log back in to the LBank App and website.

⚠️All actions must be performed personally by the account holder. The video must be recorded continuously without interruptions or delays; no need to show the account password.

Identity Document Details

Additionally, submit clear photos of both sides of the individual’s identity document and the corresponding document number.

Submit a Ticket

If your account is restricted, submit a ticket based on the restriction type:

  1. Withdrawal Restriction: Tap to submit a ticket

  2. Trading Restriction: Tap to submit a ticket

View Ticket Status

How-to Steps:

  1. You will receive notifications via in-app messages and email when the ticket status is updated.

  2. Alternatively, go to「Personal Center > Self-Service」, tap「My Support Tickets」, and use search or filter by status (including 「All」,「To be processed」, 「Pending Response」or「Resolved」) to find and view the progress of the relevant ticket.

Who Handles Restricted Account Issues?

The LBank risk control team is responsible for handling these issues. Please follow up directly via the ticket system and avoid other contact methods to ensure prompt processing.

Processing Time & Procedure

After submitting the ticket with the required verification video and identity proof, the LBank team typically completes the review within 2 hours. The review results and next steps will be notified to you via the ticket.

Other Notes

  1. KYC Verification: See details in「How to Complete LBank KYC (App)」or「How to Complete LBank KYC (Web)」;

  2. Reset Password: See details in「How to Reset Your LBank Acocunt Password」;

  3. Rest 2FA: See details in「Guide to LBank 2FA Reset Request」.

How to Get Further Assistance?

For assistance with related issues, please submit your inquiry through our ticket system or email the LBank Risk Control Team at [email protected]. We’ll respond promptly to resolve your concerns. To ensure efficient processing and avoid delays, please choose either the ticket system or email, not both. We’re dedicated to ensuring a secure and seamless trading experience for you!