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What to Do If Your Account Is Frozen Due to "Risk Control"

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Updated


What Is Risk Control and Why Is It Triggered?

Ensuring the security of users' fund accounts is PerpVia’s top priority. Risk control is an additional technical measure designed to protect the safety of user accounts. If suspicious login or abnormal activity is detected on a user’s account, the account will be locked to safeguard the funds.

The platform uses technical means to identify accounts in abnormal states. Your account may trigger risk control if it involves any of the following situations:

  1. Login IP is from a country or region where PerpVia does not support trading;
  2. The account conducts frequent trading or deposits/withdrawals in a short period;
  3. The account frequently places and cancels orders in a short time, potentially inducing others to place orders;
  4. Maliciously manipulating the market causing market prices to deviate from the current normal market price to gain abnormal profits;
  5. Participating in platform activities by registering multiple accounts in bulk;
  6. Hacking into others’ accounts, using other or related accounts for trading, transferring funds, or engaging in related illegal activities;
  7. Using one or multiple related accounts on the same device to perform wash trading for fund transfers and market price manipulation to gain abnormal profits;
  8. Account suspected of violations and frozen due to requests from judicial authorities for investigation;
  9. Account operated from suspicious devices or IPs, posing a theft risk;
  10. Other trading behaviors identified by PerpVia.

 

What Should I Do If My Account Is Mistakenly Triggered by Risk Control Measures?

If your account was mistakenly triggered due to improper operations, you can follow the SMS/email instructions (please note that some recent scams impersonate PerpVia official customer service) and submit a ticket (https://support.perpvia.com/hc/zh-cn/requests/new) to report your issue. The platform will review your case within 3 to 7 business days. Please be patient. Additionally, promptly change your password and ensure the security of your email, phone, or Google Authenticator and other verification methods, making sure that only you have access.

Furthermore, you may contact the customer support team for additional assistance. Please note that unlocking due to risk control requires providing sufficient supporting documents to verify your full ownership of the account. If you cannot provide the materials, submit documents that do not meet requirements, or if your appeal reason is invalid, you will not receive timely support.

Please be aware: Scams impersonating PerpVia staff via phone calls or text messages are prevalent recently. If you have doubts about any emails or messages received, you can verify their authenticity through PerpVia’s online customer service; you can also seek further assistance from PerpVia online customer service. If your issue involves funds, please contact customer service immediately.