FTX KYC Stuck for CIS Creditors

Find the stage that is still open

Check whether your claim is handled in the U.S. or Bahamas process. That determines the portal and support route; your country of residence does not select the procedure. Use the official FTX definitions for a U.S. status, or the PwC portal guide for a Bahamas claim.

This article focuses on a review that remains pending. If you have received a refusal, use the guide to failed or rejected FTX KYC to assess the notice. If verification is complete but a provider will not onboard you, investigate that payment restriction separately.

Build a short record of the delay

Write down the exact portal status, when it last changed, the date you submitted the requested documents and the most recent support reference. Check the portal as well as the registered email account. Include the relevant dates and support reference when following up on an unresolved request.

Then compare the request with what you supplied. Does a document show an old address? Are the name spelling and transliteration consistent? Does a requested transaction explanation account for the relevant movement of funds? These are questions to check against your own file, not assumed reasons for every CIS creditor's delay.

FTX's individual document guidance can help you check document quality and suitability. Do not keep replacing an accepted document merely because the overall account is still under review. Ask which item remains unresolved.

Check residence and provider eligibility separately

A pending identity check does not establish that the delay was caused by a Russian, Belarusian or other regional passport. Country restrictions at a distribution provider also do not establish why FTX's identity review is pending.

For a claim in the U.S. Chapter 11 process, if you have moved, use the registered email account to ask FTX KYC support how to update your residence record. Follow the resulting document request. The distribution provider may need a separate update and review. A new address does not guarantee access to a provider. These are separate processes in FTX's provider guidance.

Ask support for the next action

For individual creditors whose claims are handled in the U.S. Chapter 11 process, use the KYC support route listed in FTX's official contact list. This refers to the claims procedure, not your nationality or country of residence. If you have an existing ticket, include its reference in your follow-up.

For a Bahamas claim, use View Communications → Identity Verification in the PwC portal once you have been invited to start verification. If you have not yet been invited, use the pre-invitation customer support route in PwC's contact guidance. For changes to identity or residence details in the Bahamas process, follow the instructions from that team.

The example below is for a pending review in the U.S. Chapter 11 process. It is a suggested follow-up, not an official form or a substitute for responding to a specific notice by its deadline.

Do not attach identity or address documents to this email. FTX directs individual customers to upload those documents through the KYC page of the claims portal, as explained in its KYC status guidance.

Avoid relying on a fixed waiting period

A generic queue estimate cannot tell you when your account will clear. Distinguish the age of the review from a deadline in a notice addressed to you. If the notice contains a response date, work from that date and ask for clarification promptly rather than waiting for a general review estimate to expire.

If the delay is making you consider a sale

Before seeking an offer, assemble the claim reference, procedure, current verification status and any unresolved notices. Read which checks still apply before a claim sale. A pending review needs to be disclosed and assessed as part of the proposed transaction.

Frequently asked questions