Start with the portal message
The distribution providers shown in the FTX Customer Portal depend on your residence information. FTX’s current guidance lists jurisdictions where providers are unavailable. Check the dated notice and your own portal, rather than assuming a country list determines every part of your claim.
A payout and a sale are different
A distribution is paid through the bankruptcy process. A claim sale is a separate transaction with a buyer under an agreement. Being unable to select a distribution provider does not by itself confirm whether a buyer will purchase your claim.
Two separate processes
| Route | Where the answer comes from |
|---|---|
| An FTX distribution | Your Customer Portal and official provider guidance. |
| A claim purchase | A buyer’s review of your claim and proposed agreement. |
| A change of residence | The official process for correcting your residence details. |
What FTX SELL reviews
Tell us your country, Customer Code and the exact portal message or step where you cannot proceed. We review the claim and documents before confirming whether we can make an offer. Our country pages show purchase availability separately from payout-provider information.
If your residence details are wrong
Use the official FTX support process to correct inaccurate or changed residence information. Do not substitute another country simply to get access to a provider. Keep the supporting records for your claim review.
Information to prepare if no provider appears
- The country of residence actually recorded in the official profile.
- The portal step, exact message and date checked.
- The current KYC status and progress of the tax step.
- Whether a provider is offered, or the problem starts after selecting one.
- Notices applicable to you, their deadlines, and the FTX process in which your claim is being handled.
First identify where the process stopped. Access to Step 8 is subject to FTX’s requirements, while a provider’s ability to onboard a customer depends on its own onboarding process. Selecting an option and successfully completing onboarding are not the same event.
Who to contact at each stage
| Where the process stopped | Who to contact |
|---|---|
| KYC is not verified or documents are requested | Use the official FTX KYC process and follow the exact request. our guide to FTX KYC problems. |
| There is a problem selecting a provider in the Customer Portal | FTX Support, using the official contacts in the Step 8 instructions. |
| A provider is selected, but its onboarding cannot be completed | The selected provider’s support team. |
| You want to discuss selling the claim | FTX SELL reviews the particular claim separately; the absence of a provider does not by itself confirm that a purchase is possible. |
Use the current provider guidance and your own notices. Check deadlines and the consequences of missing required actions separately in the Dashboard FAQs. An unavailable provider is not a promise that all mandatory actions can be postponed without restriction.
