Read the displayed message first. Being unable to log in, having a document rejected and being unable to withdraw are different situations. A disabled button alone does not prove the entire account is blocked.
Identify where the problem occurs
| Situation | First check |
|---|---|
| I cannot log in | Check the login message and password recovery guide. |
| The authenticator code is rejected | See the Google Authenticator code guide; if you lost app access, see the recovery guide. |
| KYC shows Rechazado (Rejected) | Read the reason and rejected-document guide. |
| I can log in but cannot withdraw | Check approved KYC, confirmed email, active 2FA and the other conditions in the withdrawal troubleshooting guide. |
| The screen states a suspension or restriction | Keep the message and request review through official support. |
How to request review
- If logged in, open internal support.
- State the affected function and copy the exact message.
- Explain when you noticed it and what you were trying to do.
- If verification is requested, follow the specified official process.
Without platform access, use support@worbit.io. Do not send passwords or Google Authenticator codes. If you suspect unauthorised access, also follow that guide.
Why might a review occur?
The KYC / AML Policy provides for additional checks and possible suspension where there are indications of fraud. This does not establish the reason for your situation: ask for the explanation applicable to your case.
Do not open another account to bypass a restriction, use someone else’s documents or pay unknown contacts promising to unblock it. Official support should guide your next step.
How long does it take?
Ask support for the timeframe and information needed for the specific review. The KYC timeframe of up to 72 hours does not automatically apply to account blocks, security reviews or other restrictions.
See also: withdrawal problems · KYC pending over 72 hours · official channels · suspected unauthorised access · one account per document.