How to unfreeze my account

Know how to unfreeze my account.

Written by Jason
Updated over a week ago

I Froze my Account by Mistake

Unintentional account freezing happens when you accidentally click on the Freeze Account link included in all login-related transactional emails sent from Liquid, such as Confirm New IP Address or Successful Login from New IP emails.

How can I unfreeze my account?

To unfreeze your account, please contact our Customer Champions at [email protected] for assistance.

Scenario 1:

If your account has zero balance, we will restore your account back to its previous status. This process does not require any additional step.

Scenario 2:

If your account has a positive balance, you will be asked to provide the following:

  1. Your Liquid account email address.

  2. Selfie of you holding both your identity document and a handwritten note detailing your request.

Requirements for selfie:

  • Please use a light, neutral background.

  • Please look straight at the camera.

  • Selfie must be in color.

Requirements for identity document:

  • Identity document can be national ID, international passport or driving license.

  • Identity document must be original (not photocopied).

  • Identity document should be in characters of the Latin alphabet. Japan driving license is accepted.

  • Information on the document must be clearly visible.

Requirements for handwritten note:

  • Note must contain a reference to Liquid and time/date of your request, for example "LIQUID I want to unfreeze my account 2021-MM-DD" (with today's date).

  • Note must be handwritten and original (not photocopied).

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