Is KuCoin down or not working today?

You forgot your password

• Enter the correct email address or phone number on the login page, select 'Forgot Password' and complete the security verification.

Conditions: The email or SMS verification code is valid for 10 minutes.

Your account got locked

Entering the wrong verification details more than 5 times locks your account for 2 hours.

• Wait 2 hours before trying again.

Status 'Pending'

The request is waiting to be processed; KuCoin typically processes withdrawal requests within 30 minutes. Larger withdrawals are processed manually and may take longer.

• Wait about 30 minutes and check the status again (Assets Overview - Withdraw).

Status 'Processing'

KuCoin is processing the withdrawal. This may take 2-3 hours.

• Wait about 3 hours and check again.

If that does not work: If it is still Processing after 3 hours, contact KuCoin customer service with your UID and the coin and amount.

Status 'Succeeded' but nothing received

The transaction is recorded on the blockchain; funds show on the receiving platform once confirmations are sufficient.

• Find the transaction on the blockchain explorer.

If that does not work: If the explorer shows nothing while the status is Succeeded, contact KuCoin customer service.

You just changed a security setting or reset your password

Withdrawals are temporarily suspended for 24 hours after certain security changes, for example a login password reset.

• Check the remaining time on the withdrawal page: the restriction is lifted automatically after 24 hours.

The withdrawal page shows 'User Forbidden'

Withdrawals have been suspended on your account.

• Submit a ticket or contact KuCoin through the online chat.

Withdrawals are allowed on your account but yours still fails

• Make sure the funds are in your KuCoin Funding Account and that you have no open orders in the spot, margin, futures or lending market.

You forgot the Memo or entered a wrong one

The funds will not arrive in your account; for tokens such as LUNC, EOS and XLM the Memo identifies which account to credit.

• Log in, open the support center page and select 'Didn't Receive Crypto Deposits' to use the self-service token recovery.

If that does not work: For other situations, submit a request to the KuCoin Support team.

You cannot log in and can't receive text messages on your old number

• Select 'Forgot password' on the login page and confirm reset password.
• Click 'Phone number unavailable' on the login page, choose 'Phone' and complete the verification.

Conditions: Once you've appealed, it is processed in approximately 1–3 business days.

Withdrawals are disabled for 24 hours after changing or unlinking your phone number.

You are logged in and suspect a security threat

• Select your profile, then Account Security, then Freeze Account.

Conditions: Once your account is secure, unfreeze it yourself: log in, click 'Apply to Unfreeze' in the pop-up and complete identity verification.

You received a confirmation email for a change you didn't make

• Click the freeze link in that email to immediately freeze your account.

You can't log in and suspect your account or email is compromised

• Contact KuCoin live support immediately: once your identity is verified, your account is frozen.

You are not sure a site or email is really KuCoin

• Check that you are visiting the correct KuCoin website, https://www.kucoin.com, and bookmark it.
• Set an anti-phishing code on your account: it is displayed in emails from KuCoin and in the login window.