If you notice unusual logins, unauthorized transactions, or suspect that your LBank account has been accessed by someone else, take the steps below immediately to reduce risk to your account and assets. This article explains emergency actions, the verification materials required to freeze your account, and how to request an unfreeze.

Emergency Actions

Step

Action

Description

1

Change your login password

If you can still log in, change your password immediately and use a stronger one.

2

Sign out of unknown devices

Remove devices that are not yours under「My Devices」.

3

Check security verification tools

Confirm that your email, 2FA, phone number, and other methods are still under your control. If any may have been taken over, stop using the account and contact Customer Support

4

Secure your device

Before logging in again, run a virus scan, remove malware or remote-access software, update your operating system, and reset the device if needed

5

Request an account freeze (if needed)

If you cannot confirm account security, contact Customer Support to request a temporary freeze. Before requesting a freeze, cancel all spot open orders and close all futures positions. After the freeze, you will not be able to log in until the account is unfrozen.

Identity Verification for Account Freeze

The Risk Control Team must confirm that the freeze request is submitted by the account owner:

Account status

Required materials

KYC completed

One clear, high-resolution selfie that includes your face, your KYC identity document, and a handwritten note on plain white paper showing today’s date, the current time, and the text「FREEZE ACCOUNT」.

KYC not completed

Option 1: 

  • At least 2 recent deposit transaction hashes (TxIDs); at least 2 tokens you have traded; 

  • at least 2 assets currently in your account with balances; 

  • at least 2 tokens you have withdrawn (write None if not applicable); 

  • a screenshot of an email or SMS verification code from LBank; 

  • and the IP address you normally use to log in.

Option 2: One continuous Complex C3 verification video showing your face, your identity document, a handwritten note (date, time, and LBank UID), and a complete login and logout process

How to Unfreeze Your Account

Email📮service@lbank.com to request an unfreeze, and complete the enhanced verification below.

Verification type

Requirements

Complex C3 identity verification video

One continuous, unedited video showing your face, your identity document, a handwritten note (date, time, and LBank UID), and a complete login and logout process

Source of funds verification video

One continuous, unedited video showing login to the source exchange or wallet, 

  • the transaction history page for the withdrawal to LBank, and the transfer to LBank. 

  • Clearly display the platform or wallet name, blockchain network, sending address, transaction hash (TxID), 

  • token and amount, and transaction date and time

Update security settings

Before restrictions are removed, update any affected settings, including login password, 2FA, email address, and phone number.

Security Tips

We recommend setting a fund password to strengthen withdrawal security, binding and verifying your mobile phone number, enabling all available security features, regularly reviewing「My Devices」, and never sharing your password, verification codes, or account recovery information with anyone. 

If you suspect your account has been compromised or you cannot log in normally, contact LBank Customer Support immediately at 📮service@lbank.com .