Common Issues and Solutions

  • HashKey Global Team

    What is a dormant account?
    1. What is a dormant account? 
      Ans: A dormant account refers to an account with no active behavior in the past 12 months. According to regulatory requirements, such accounts require special management.
    1. What actions are considered active behavior? 
      Ans:
    • Financial behavior: Deposits, withdrawals, placing orders, and successfully completing transactions (including contract trading).
    • Non-financial behavior:
      • Logging into the account.
    1. Which accounts will be marked as dormant? 
      Ans:
    • Marking conditions: Accounts that have had no active behavior (e.g., trading, transfers, logging in) for the past 12 months.
    • Applicable accounts: All primary accounts (personal/corporate) that have completed full KYC verification. Activity in sub-accounts will count toward the primary account (the primary account’s status is affected by sub-account activity), if applicable.
    Non-applicable accounts: Authorized administrator and authorized trader accounts.
    1. What is the handling process for dormant accounts?
    • Advance notification:
      1. After 305 consecutive days of inactivity, email reminders will be sent (starting from the 10th month, once a month, up to 2 reminders in total).
      2. Reminders will stop once any active behavior is completed.
    • Formal dormant status marking:
      1. Accounts with no active behavior for 12 consecutive months will be marked as dormant.
      2. Dormant accounts may have deposit, withdrawal, and trading functions restricted.
    • Follow-up actions for dormant accounts:
      1. Long-term dormancy (12 months): Accounts will be suspended, and all functions disabled.
      2. Recovery method: Log in successfully and contact customer service to reactivate your account.
    1. User Guidelines 
    5.1 How to avoid account dormancy?
    • Regularly complete any of the following actions:
    • Trading, depositing, or withdrawing;
    • Logging into the account.

     
    5.2 How to recover a dormant account?
    1. Other Notes and Support
    • Email reminders will be sent continuously during the 2 months prior to dormancy.
    • Accounts that are suspended, need to log in to the account and contact customer service to assist in restoration;
    • For any questions, please contact support@global-cs.hashkey.com.

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  • HashKey Global Team

    Why does the login prompt say, "This user type cannot log in"?

    The login restrictions for different user types on the app and web platforms are as follows:

    User Type
    App Login 

    Web Login
    Individual 
    ✔
    ✔
    Enterprise

    Can log in after completing KYC
    ✔
    Authorized Trader 
    		 X
    ✔
    Institution
    Can log in after completing KYC
    ✔
    Individual MM (Market Maker - Individual) 
    		 X
    ✔
    Enterprise MM (Market Maker - Enterprise) 
    		 X
    ✔
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  • HashKey Global Team

    What should I do if my computer cannot perform facial recognition?
    There are several common reasons for facial recognition failure. You can try troubleshooting each of the following steps. If the problem persists, you can contact our customer service team at support@global-cs.hashkey.com for assistance.
    - Your browser version may be outdated. You need to upgrade to the latest version, and we recommend using the Chrome browser.
    - The camera permission on your computer may be restricted. You need to go to "Settings" - "Privacy" - "Camera" and grant browser access to the camera.
    - Unstable network connection. We suggest switching networks and attempting several times.
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