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.

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

If your account has positive balance, we will need your help in providing an ID selfie. This is to make sure that you truly froze your account by mistake and not some hacker trying to bypass our security setting.

See requirements for ID selfie below:

The photo needs to include the following:

  1. Yourself

  2. Your ID document

  3. A handwritten note detailing your request, a reference to Liquid, and date/time of 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 Latin alphabet. Japan driving license is accepted.

  • Information on 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 2021/MM/DD" and your inquiry (2FA disabling, password reset, email changing or account unfreezing)

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

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