If you find yourself locked out of your BOTS account due to various reasons, don't worry! We understand the frustration this may cause, but we're here to help you regain access to your account and resume your trading activities. In this FAQ article, we will provide you with a comprehensive guide on how to address common scenarios that lead to account blocks and regain access successfully.
Age Verification: Your account has been blocked because you are a minor and have opened an account in violation of the legal age requirement.
- Solution: If you haven't reached the legal age in your country, your account will be deactivated, and your funds will be transferred back to your verified bank account. For further information regarding your account and funds, please refer to our FAQ article titled “Can I open a BOTS account if I haven’t reached the legal age in my country?”.
Identity Verification: Your account has been blocked due to difficulties establishing your identity from the provided documents and selfies.
- Solution: Please access the BOTS app and navigate to the bottom menu bar, where you will find the “More” option on the right-hand side. Tap on it. At the top of the screen, you will see a notification stating “Urgent action required” Proceed by clicking on the arrow next to either “Please upload your Selfie” or “Please upload your ID.” On the subsequent screen, you will find details explaining the purpose behind verifying your identity. To commence the process, click on the “Let’s get started” button and carefully follow the instructions within the app. When taking a photo of your identity document, ensure it is clear, readable, and takes up at least 80% of the frame. When taking a selfie, look straight into the camera, make sure your facial features are clearly visible, and your face occupies at least 80% of the frame.
Important Note: If you encounter difficulties when attempting to upload your ID or Selfie in the BOTS app, there are a few steps you can take to address this issue.
Firstly, try to log out and log back in to the app by deleting it and reinstalling from the official App Store or Play Store, if this should not solve the issue, please report the problem to our Support Department by contacting email@example.com. This issue may be caused by a technical glitch that prevents customers from completing the upload process within the app. To ensure a smooth verification, we will provide you with a secure link via your verified email address. This link, which is verified by our KYC partner Complycube, guarantees the safety and privacy of your personal information in accordance with GDPR standards. By using the secure link to upload the required details, our Compliance team will be able to review and clear your profile once the documents or selfies have been successfully uploaded.
Bank Account Holder Name Mismatch: You used a bank account or provided details of a bank account held in a different person's or entity's name.
- Solution: If our compliance team reaches out to you via email, respond directly to their email or send the requested details to firstname.lastname@example.org. Provide a .pdf copy or photo of the most recent bank account statement clearly showing the bank account number, name of the account holder, the issuing bank's name and logo, and the date of the statement.
Change of Bank Account Details: You want to transfer your funds to a different bank account than the one originally used, triggering a security check.
- Solution: If contacted by our Compliance team, please provide a brief explanation for changing your bank account details. Reply directly to their email, or send your response to email@example.com.
Inaccessible Service in Your Country: You are using the BOTS platform from a country where our services are currently unavailable.
- Solution: In accordance with our Terms & Conditions, we reserve the right to terminate the client agreement. Your account will be deactivated, and your funds will be transferred back to your bank account.
We understand that being locked out of your BOTS account can be frustrating, but by following the steps and solutions provided in this FAQ article, you can increase your chances of regaining access to your account successfully. If you encounter any difficulties or have further questions, please reach out to our Customer Support Team at firstname.lastname@example.org, who will be more than happy to assist you in resolving the issue promptly.