Câu hỏi thường gặp và giải pháp

HashKey Global Team

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.

2. 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.

3. 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.

4. 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.

5. User Guidelines 

• Log in successfully and contact customer service: support@global-cs.hashkey.com to reactivate your account.

6. 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.

HashKey Global Team

HashKey Global Team