When the exchange asks you to resubmit documents to unlock deposits, the first step is to check two things: the on-chain source of this deposit and the current status of your account's identity information. These two aspects determine where the review starts.
Compliance review does not start with "you as a person," but with "where this money came from." The process at top exchanges is clearly explained: after funds are deposited, the platform first looks at the source of funds, verifying how the money for this specific transaction was earned, which address or platform it came from, rather than first looking at your overall source of wealth. The most common reason a deposit gets stuck is that the system cannot automatically confirm the legitimacy or completeness of the source of funds.
Step 1: Locate the frozen deposit record and identify the fund source type
In your deposit history, find the record marked as "more information needed" or "pending verification," and confirm the channel through which the money came. Go to the deposit history page of your assets and check the status column. If the status is "supplement information" or "frozen," there is usually a "verify" or "process" button next to it. Click it, and the system will prompt you on what documents you need to submit. Completion standard: You have confirmed whether this deposit is an exchange transfer or a private wallet transfer.
Case A: The deposit came from another exchange (such as Binance, OKX, etc.)
The platform will first require you to provide a screenshot of the withdrawal record from the sending platform. The screenshot must include the amount, time, currency, transaction hash (TxID), and the sender's KYC name. The reviewer will compare the name you provided with the name on the platform's withdrawal record; if they do not match, your submission will be rejected.
Case B: The deposit came from your own self‑custody wallet (such as Ledger, MetaMask)
The platform will first require you to prove you have control over the wallet. Usually, this means signing a message with the wallet or making a small test transaction of a specified amount. If signing fails, some platforms allow you to submit a video recording of the wallet operation as an alternative (filmed using another device, not a screen recording).
Risk Reminder: If the funds came from a mixer or a high‑risk address, the platform may ask you to provide proof of the source of funds from an earlier stage (going back to before entering the mixer), because the on‑chain record alone is not enough to prove legitimacy; you must provide direct evidence that the funds are lawful.
Step 2: Check if your account's current identity information is complete and can be matched
Check the KYC information registered on your account — name, residential address, ID status — to see if it matches the deposit source. Go to the identity verification page in your user center and see whether your verification status is "verified," "pending," or "expired." If the name or address information does not match the information provided for the deposit source, you need to update it first. Completion standard: You have confirmed there is no obvious conflict between your account identity information and the deposit source information.
Common Reasons for Failure
The most typical issue is incomplete source of funds information — only providing a screenshot of the deposit address, but not the original source of the money before it was transferred to your address (such as pay stubs, sales contracts, etc.). The reviewer sees "the money arrived at this address," but does not know "how the owner of this address earned the money." Another common problem is expired account identity information — the ID document has passed its expiration date or the residential address has changed without being updated. The platform will mark this as "incomplete information" during compliance review and require you to resubmit.
Next Steps
If the verification portal directly shows a list of required documents, prepare them one by one. If there is no clear guidance, prioritize preparing a screenshot of the on‑chain transaction (TxID) + original proof of the source of funds (pay stub, bank statement, or previous exchange withdrawal record). After submitting, watch your email and site notifications, as the review period can range from a few minutes to several business days. If you haven't heard back after 48 hours, contact online customer support with your ticket number to follow up. Once ready, submit the documents on the deposit verification page; the platform usually completes the review within 24–72 hours.
