Why might account freezing be needed?
How does account freezing happen?
How to perform account unfreezing?
Why might account freezing be needed?
The account freezing procedure was developed to enhance our platform’s security and operations flow. It is to be implemented when you or your colleagues decide to urgently freeze your Hex Safe account.
How does account freezing happen?
Account freezing implies disabling all users’ functionalities for every user role, i.e. nobody would be able to log in to Hex Safe and initiate new withdrawals. All Cold wallet withdrawals that were approved before account freezing will get executed by the Hex Trust team. For ZeroKey withdrawals, the execution will be paused until Operator’s user access is enabled again.
Hex Trust will receive a request to freeze your Hex Safe account via email support@hextrust.com or messenger from your authorized signatory.
- Your authorized signatory will be entitled to approve freezing and unfreezing of your Hex Safe account.
- A video call will be needed to verify the authorized signatory’s identity. Kindly let us know if you would like to disable the verification call.
How to perform account unfreezing?
To enable user access again, the authorized signatory would need to reach out to support@hextrust.com with a request to unfreeze your account. After verification, all the user roles will gain access to Hex Safe again.
If you wish to provide specific instructions on how to handle account freezing and unfreezing for your account, please contact support@hextrust.com.