If your account has been restricted, you’ll need to verify your identity to request a review. Here’s a step-by-step guide:
Step 1: Prepare Your Appeal
To help us review your case, please send the following to our support team:
✅ 1. Selfie with a Handwritten Note
Take a selfie holding a piece of paper with your account username written clearly by hand.
Make sure your face is fully visible — no filters, no masks.
✅ 2. Selfie with an ID Document
Take a selfie holding one of the following valid forms of ID:
Passport (domestic or international)
National ID cardDriver’s license
Make sure your face and document details are clearly visible.
✅ 3. Written Explanation
Briefly explain what you were doing in the app right before your account was restricted. Examples: “Created a new account”, “Changed my device”, or “Sent a message in chat”. The more specific and honest you are, the better.
Step 2: Send Your Appeal to Support
Send all three items (two selfies + explanation) to our support team via in-app chat or email. We’ll forward your information to our fraud prevention team for review.
Step 3: Wait for the Review
The review process usually takes 7 to 14 days. You’ll get a message with the results once it’s complete.
✅ Account Recovered
Your account is back to normal — you can use the app without restrictions.
⏱ Temporary Suspension Remains
If the decision is to keep your account on hold, you’ll be able to submit another appeal after 60 days from your first request. You'll need to contact support again yourself when that time comes.
❌ Permanent Restriction
If the restriction is confirmed as final, the account can’t be restored. You can create a new one, but only on a different device.