Why can't I perform P2P trading?

During the P2P trading process, you may encounter restrictions or abnormal situations when buying or selling coins. Below are some common reasons and corresponding solutions:

Note: Before troubleshooting, please ensure your app is updated to the latest version, as some issues may be caused by using an outdated version.

Account verification restrictions

Not meet the required conditions for P2P trading

To trade on our P2P platform, you must have:

• A verified phone number

• Completed verification

To sell cryptocurrencies, you also need to link at least one supported payment method.

For more details, please refer to: How to add and change payment methods.

Exceeding the limit for identity verification level

Different verification levels have different buy/sell limits. You need to upgrade your verification level to continue P2P trading. For more details, please refer to: Identity Verification FAQ for Beginners.

24-hour crypto selling limit

What is the 24-hour limit?

For the security of your assets, if your password/email/phone number/authenticator app/passkey and other security settings are reset or modified, you will not be able to withdraw or sell crypto via P2P within 24 hours. The restriction will be automatically lifted after the time period expires.

Triggering risk control

T+N restriction

To enhance the security of fiat transactions, we have launched the T+N security protection feature which will automatically set a restriction on selling or withdrawing based on your account's transaction activity, but it will not affect spot trade or other financial services. We recommend that you patiently wait for N days, after which the system will automatically lift the restriction. For more details, kindly refer to: What should I do if T+N Security Protection is triggered and I can't withdraw or sell?

Double-spending risk control

If your account triggers the platform's risk control, you may be temporarily unable to operate. Please wait patiently until it is unlocked, after which you can trade normally.

Pigeon King restriction

P2P Trading Restrictions Due to Order Cancellations:

• P2P trading may be temporarily restricted if order cancellations are caused by you.

• 3 unpaid order cancellations in a single day, or clicking Paid without actually paying and having the order canceled once, will trigger a restriction for the day.

• Restrictions cannot be lifted early. Kindly check the page for the exact end time.

If the cancellation was not your fault:

• Keep any proof or evidence.

• Select Need Help after the cancellation and upload your evidence.

• A specialist will review your case.

If it’s confirmed the cancellation was not your responsibility, the restriction will be removed, your completion rate will remain unaffected, and you can continue trading normally. For more details, please refer to: Pigeon King Mechanism

Other account freezing or restriction scenarios

Please check your inbox and spam folder for the email sent by our team, and respond and handle it as instructed as soon as possible.

Third-party risk control

If you have triggered the risk control strategy of a third-party payment platform, kindly wait patiently until the timer ends, as the restriction will be automatically lifted. Alternatively, you can contact the customer service of the third-party payment platform to understand the reason for triggering the risk control.

For more details, please refer to: What should I do if my bank card is frozen?

Some assets can't be sold directly via P2P

If you need to sell a crypto that is not supported in the Buy/Sell section, kindly follow the steps below as your crypto cannot be sold directly in the Buy/Sell. Hence, you are required to use spot trade to exchange your crypto to another supported crypto, such as USDT.

• Go to Spot > Select the trading pair you want to exchange, such as “XXX/USDT” or “DOT/USDT”;

• Sell your crypto to exchange them for USDT.

Note: If you want to sell quickly, it is recommended to use market order. However, you can also sell using limit order to set your own price and kindly wait for the order to be filled

• After completing the transaction, your assets will be converted to USDT and prepared for sale;

• Go to P2P Trading > Sell > Enter the relevant information and confirm the order.

Some funds are insufficient/not fully credited

Why my assets in earn is not showing up in my funding account?

If you have participated in earn activities, you need to redeem them first.

On the app:

• Go to Assets > Earn > Select the earn activity you participated in > Manage order > Redeem funds

• Follow the prompts to complete the redemption process > Redeem now

• After redemption, you can sell your crypto as usual.

Why can I only sell part of my balance even though my account shows sufficient crypto?

The total asset value displayed in your account is calculated based on the current market price of all the crypto you hold. In order to view the actual quantity you own and can trade:

• Go to Assets and check the asset list as it shows detailed balances for each crypto.

If you want to sell a specific crypto to get a certain crypto, you can use spot trading or the swap feature to exchange it first.

Why can’t I sell my assets even though it has been credited?

If your deposit was made on-chain, you may not be able to sell immediately because the block has not been fully confirmed.

• On-chain transactions require a certain number of network confirmations before the funds are available.

• The time this takes depends on network congestion and the number of confirmations required by the Exchange.

We recommend waiting patiently and trying again later. You can also check the deposit status on the Assets page to see if the funds have been fully credited.

Order Delisted/Offline

Why does the P2P page show “Select another ad to trade / Place an ad later”?

This situation usually occurs because the counterparty has multiple other ads. We recommend that you go to the P2P trading section and choose another ad for transaction.

What causes a P2P order to be delisted?

This may be because the merchant has an ongoing transaction with other customers or there are insufficient crypto left in the ad. We recommend that you try selecting another ad to place your trade.

Why is the merchant’s order offline when I try to trade?

If you encounter a situation where the merchant's ad has been delisted, we recommend choosing another ad to place your transaction. If you experience the same issue during quick matching, you can try entering the amount of crypto you want to sell. The system will automatically filter and display ads that match your transaction limits for you to choose from. This can increase your chances of a successful match and help you complete your transaction smoothly.