If some of the assets in your Toobit account appear as frozen or are temporarily unavailable, it does not necessarily mean there is a problem with your account or that your assets are missing.
Assets may be temporarily unavailable for several reasons, including open orders, pending withdrawals, funds being used in other Toobit products, or account reviews.
The first step is to identify what is holding the assets so you know whether you need to take action or simply wait for an ongoing process to finish.
Why are some of my assets frozen?
Here are some of the most common reasons.
1. Your assets are being used by an open order
When you place an order that has not yet been fully filled or canceled, the assets required for that order may be reserved and temporarily unavailable for other uses.
Once the order is filled, canceled, or otherwise completed, the corresponding balance will generally update accordingly.
2. A deposit or withdrawal is still being processed
Assets associated with a deposit or withdrawal may temporarily be unavailable while the transaction is being processed.
Check your deposit or withdrawal history on the Orders page to see the current status.
3. Your assets are being used in another Toobit product
If you are using Earn, Copy Trading, or another Toobit product, some of your assets may be locked or reserved according to the applicable product rules.
Check the relevant product page to confirm the current status of your assets and whether any restrictions apply.
4. Your account is undergoing a security review
To help protect accounts and assets, certain account activity may trigger a security review.
During a review, access to certain assets or account functions may be temporarily restricted. If you see a security-related notice, complete the steps shown in your account.
5. Verification or compliance requirements apply
In some cases, your verification status or applicable compliance requirements may affect how certain assets or account functions can be used.
If you are asked to complete identity verification, provide additional information, or complete another review, follow the instructions provided to complete the required steps.
6. Other temporary restrictions apply
System maintenance, risk controls, or other special circumstances may temporarily affect access to certain assets or account functions.
Check any notices displayed in your account and the latest Toobit announcements for relevant updates.
How can I find out why my assets are frozen?
If you are not sure what is causing the frozen balance, work through these checks first.
Check your asset details
Go to the Asset summary page and check the affected asset, amount, and current status.
Look for any indication that the balance is associated with an order, withdrawal, or another Toobit product.
Check your open orders
Go to the relevant trading page and check whether you have any open spot or futures orders.
If the assets are reserved for an open order that you no longer need, you can cancel the order. The corresponding balance will generally become available again once the cancellation has been processed.
Check your deposit and withdrawal history
If you recently made a deposit or submitted a withdrawal, check the transaction status in your deposit or withdrawal history.
If it is still being processed, refer to the status shown on the page for the latest information.
Check other Toobit products
If you are using Earn, Copy Trading, or another product, check whether the affected assets are currently locked, reserved, or otherwise in use.
What should I do if my assets are still frozen?
If your assets are reserved for an open order, pending transaction, or another normal account process, you may not need to take any additional action. The balance should update according to the status of the relevant process.
If your account shows a security, verification, or other review notice, follow the instructions shown on the page.
If you still cannot identify the reason or your assets remain frozen for an unusually long time, contact customer support for further assistance.
To help us investigate more efficiently, please provide the following information where applicable:
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Your UID
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The affected asset and amount
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Relevant order ID or transaction ID
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Relevant deposit or withdrawal record
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Any error message or notice displayed
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When you first noticed the assets were frozen and what you were doing at the time
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Screenshots showing the issue
FAQ
Does a frozen balance mean my assets are lost?
No. A frozen balance generally means the assets are temporarily unavailable for use. It does not by itself mean that the assets have been lost.
When will my frozen assets become available again?
It depends on why they are frozen. For example, assets reserved for an order may become available after the order is completed or canceled, while assets affected by a pending transaction or review depend on the status of that process.
Why are my assets still frozen after I canceled an order?
In some cases, the balance may take some time to update after an order is canceled. If it remains frozen for an unusually long time, contact customer support so we can check the status.
Why do I have a total balance but not enough available balance?
Part of your account balance may currently be frozen, reserved, or in use. As a result, your available balance can be lower than your total balance.
Can I trade or withdraw frozen assets?
Generally, no. Assets that are currently frozen or reserved cannot be used for trading or withdrawals until they become available again.
What if I still don't know why my assets are frozen?
If you have checked your open orders, transaction history, other Toobit products, and account notices but still cannot identify the cause, contact customer support with the relevant account and transaction details so we can investigate further.
What to remember
A frozen balance does not automatically mean something is wrong with your account or that your assets are missing. In many cases, the assets are temporarily reserved or unavailable because of an ongoing order, transaction, product, or account review.
Check the status shown in your account first. If you cannot identify the cause or the assets remain unavailable longer than expected, contact customer support for help.
