If your account is limited or temporarily disabled, your Coins.ph account may not be able to do certain transactions like cashing in or sending money.
What can cause accounts to be limited or temporarily disabled?
Make sure to avoid the following scenarios to enjoy using our complete services:
1. Missing OTPs:
Certain actions, like cashing out or changing your registered email or phone number, may require multiple One-Time Passwords (OTPs). Ensure that your email and mobile number are properly linked to receive these codes.
For this, you may need to bind your email address or mobile number. More on this at the following articles:
2. Unverified Account:
You must complete at least the Identity Verification level to conduct transactions. Having trouble with your verification process? You may refer to the given Help Center article: How do I get my account ID and selfie verified? Kindly wait for our team to revert on your ID and Selfie verification.
3. Reached Transaction Limits:
Each account has daily limits for cashing in and out.
| KYC Level | Daily Limits | Requirements | |
| Cash In | Withdrawal | ||
| Identity Verified | ₱500,000 | ₱500,000 | ID & Selfie Verified |
| Enhanced Verified | ₱10,000,000 | ₱10,000,000 | Financial Documents** |
Be sure that Peso and Crypto (in php value) transactions are within your remaining daily limits. If you have reached your cash in and cash out limits, kindly wait 24 hours for your daily limits to be replenished.
Want to know what activities count towards your limits? Read more here: What transactions affect my cash in and cash out/withdrawal limits?
4. Unauthorized Access:
If Coins.ph suspects unauthorized access to your account, they may temporarily limit it for your protection, and look into any possible fraudulent activity.
Always secure your account information to prevent this. Please always ensure that you protect your account.
5. Violation of User Agreement:
Accounts suspected of violating the User Agreement may be suspended pending investigation. Check your registered email for instructions regarding any actions needed to restore access.
If your account access has been limited and you have not received any instructions via email, you may contact us so we can provide further assistance.
Frequently Asked Questions
What should I do if I can't receive OTPs?
Ensure that an accessible mobile number and email address are linked to your account. Check if you have service issues with your mobile provider. If necessary, read more here on how to update your mobile number or email address.
How can I verify my identity?
You can complete the Identity Verification process by submitting a valid ID and a selfie.
How can I increase my transaction limits?
Complete the Enhanced Verification level by submitting additional financial documents for higher transaction limits.