FTX KYC problems before selling a claim

Gather the details of your case before making an enquiry

Saying “KYC is stuck” is not enough to identify the next step. Find the specific status in the Customer Claims Portal and the latest action expected from you. If you received an email, compare it with the portal information. Check status meanings against FTX’s KYC guidance.

This is a useful way to describe your situation, not a mandatory package established by FTX SELL. You do not need to collect and send every sensitive document without a request for an initial enquiry. Under FTX SELL’s published process, initial contact and the subsequent review are separate stages.

Identify the next step from the portal message

Do not repeat the same steps for every error. First establish whether a response is expected from you. The following is a way to assess the situation, not a promise to change the KYC outcome.

The distinctions between statuses are based on FTX’s official explanations. The separation of provider selection and onboarding is described in the Step 8 instructions. A Failed status alone does not establish the full court outcome for your claim.

Address the reason for the document request

If a document is requested, resolving the specific discrepancy is more useful than resending the entire set. Check FTX’s requirements specifically: a buyer’s and payment provider’s rules may concern different procedures.

• Your passport has expired. Check which current document is available for your country. For individual KYC, FTX specifies an unexpired identity document; permitted types depend on the country. Do not assume that a file accepted earlier will be suitable for a new request. Documents accepted by FTX.
• The image is unreadable or part of the document is cropped. Check that the edges, required sides and information are visible and unobscured. Official guidance separately addresses image quality and restrictions on copies. Improve the source image, not merely the filename. Image requirements.
• Proof of address is requested. Compare the address with the profile, and the document type and issue date with the request. FTX’s individual guidance specifies a document from the last three months. This is an FTX requirement, not a stated FTX SELL rule. Proof of address.
• The name or address does not match. Describe the discrepancy and ask how it should be corrected. Do not adjust information to fit someone else’s record or assume an unconfirmed replacement is acceptable.

Respond to an official KYC request through the prescribed portal upload. FTX warns that its KYC team does not ask for identity documents or proof of address to be sent by email. This instruction concerns FTX’s process; the channel for a buyer’s subsequent review is agreed separately.

What to write to FTX Support

The following is an example message structure. Insert your actual information; do not copy statements that do not apply, and do not include passwords, one-time codes or access credentials.

Subject: FTX KYC - [status] - [claim identifier].

As of [date], the portal shows [exact status]. Latest request: [brief description]. My response or documents were submitted on [date] through [prescribed channel]. Since submission, [changes or absence of a new message]. There is a notice with a deadline of [date / none found]. Please clarify what action is required from me in response to this request.

This is an editorial message template, not an official FTX form. Address questions about official KYC status to FTX Support using the contacts in FTX’s guidance. If the problem arose during onboarding with the selected provider, contact its support under the Step 8 process.

If the claim was filed directly with Kroll, describe this as the filing method rather than proof of completed KYC: FTX expressly states that such filing does not remove the identity-verification requirement.

If portal access was disabled on KYC grounds

The FTX guidance describes a case involving missed applicable KYC deadlines under D.I. 29464 in which the claim was fully disallowed and expunged. This differs from waiting for review. Check the consequences for your own record against the relevant notice and court documents.

For an enquiry, collect the notice itself, the stated deadline, details of any response submitted and available documents about the record. If you believe access was disabled in error, ask FTX Support a specific question: which document or event formed the basis, and what official enquiry procedure applies to your case.

Being able to obtain historical data in CSV format for a disallowed claim does not confirm reinstatement of rights. Such a file may help explain the record’s history but does not replace a decision on the claim. Tell the team about a known disallowance or notice before discussing a purchase; re-uploading documents or contacting a buyer does not guarantee reversal.

Who to contact when KYC is Verified but a provider has a problem

With Verified, return to the point where the process stopped. If provider selection is unavailable in the Customer Portal, check the conditions for access to Step 8 and address the question to FTX. If a provider has been selected but its onboarding is incomplete, send that provider the exact message shown in its interface. FTX treats these as two separate stages.

If the issue concerns residence or provider availability, check the current Distribution Service Provider guidance and your portal information. Verified does not confirm that all other conditions have been met or that funds have already been sent. Check distribution requirements and applicable deadlines in the Distributions Dashboard FAQs and your own notices.

For a sale enquiry, it is helpful to state separately: “FTX KYC - [status]; provider - [selected / unavailable / onboarding incomplete].” This is more precise than simply saying “payments are blocked”. The absence of a provider does not by itself confirm that a purchase is possible.

What to tell FTX SELL when discussing a sale with a KYC problem

Your first message should explain which claim you want to sell and what is preventing the process from progressing. Provide the known claim identifier, amount and category, followed by a brief KYC description using the preceding sections. State clearly if some information has not been found.

First agree the channel and scope of subsequent document provision with the team under FTX SELL’s published process. Preliminary discussions do not mean that the claim has been accepted for purchase or establish a settlement deadline.

Disclose any known objection, disallowance, missed deadline or separate notice before agreeing an offer. Selling is not a way to bypass KYC/AML/sanctions checks and does not automatically change FTX’s decision. A buyer reviews the particular situation, not just the status label. FTX explains its own KYC in terms of verifying that the proper person files the claim and implementing AML and sanctions controls.

Check that the next step is clear

• You can state the exact status and distinguish it from the overall claim status.
• It is clear who is expected to act: you, FTX or the provider.
• If documents are requested, you know the requirement, response channel and deadline stated in the notice.
• For Failed or disabled access, you have checked the messages relating to the record and have not presented unknown circumstances as confirmed facts.
• A brief case description is ready for the first buyer enquiry, and sensitive materials have not been sent without agreement.

This checklist helps prepare an enquiry; it does not establish distribution entitlement or sale eligibility. For official actions, follow FTX’s requests and instructions; for a purchase enquiry, follow FTX SELL’s process.

Questions about FTX KYC