Rare but serious: no payments at all. Complete any requested verification immediately.
A hard lock — complete verification to clear it.
What you'll see
If you cannot make any payment and see a freeze notice, the account is locked:
"Account frozen" · "Function restricted"
中国 App 里显示为：账户被冻结 / 功能受限
Error-text level: L2 (observed wording). Exact in-app strings are being verified against a live device.
Why it happens
A freeze is a hard lock, stricter than a flag. It usually follows a verification gap, a dispute, or suspected fraud, and blocks all payments until cleared.
Fastest fix, free:Open the app, read the freeze notice, and complete any requested identity verification right away — then contact support if there is no clear path.
Last verified:2026-09-20 ·
Confidence:Multiple sources (pending first-hand verification)
The full fix sequence (free)
Open the app and look for a notification explaining why the account is frozen.
If it asks for identity verification, complete it immediately.
If there's no clear reason, contact customer service with your account details and passport photo.
When the fast fix isn't enough
In the kit
When a freeze will not lift, the kit gives the evidence pack.
1. The evidence pack
Exactly what to submit so support unfreezes on the first ticket.
2. The trigger matrix
What most often causes a hard freeze, so you can avoid it.