This FAQ provides a simple overview of why restrictions may occur, how to resolve them, and what to expect.
1) Why are both my MSU account and KYC Level restricted?
- A potential compliance concern was flagged during our standard identity verification process.
- For regulatory reasons, we may not be able to disclose details regarding the concern identified or the precise reason for the restriction.
2) What happens when restrictions are applied?
- Your MSU account and KYC status may be subject to temporary or permanent restrictions.
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KYC status restrictions may include:
- Wallet-to-Wallet NFT/FT transfers on Henesys L1 restricted
- Daily NXPC & NESO Bridge-Out/Transfer Limit capped at USD1,000
- Credit Level downgraded to 0 or 1
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KYC status restrictions may include:
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MSU account restrictions may include:
- Login remains available, but all MSU-related services are restricted
- Restrictions may be temporary or permanent, depending on the outcome of Enhanced Due Diligence (EDD).
3) How can I remove the restriction?
- You will receive an email at the address registered in the verification system within seven (7) days after the restriction is imposed.
- The email will include a link to submit additional documents for EDD.
- Typical documents requested include:
- Government-issued ID or Passport;
- A selfie; and
- Proof of address (e.g., utility bill or bank statement issued within the last three (3) months)
- Please follow the instructions in the email to complete your submission.
4) How long does the review take?
- You must respond within the timeframe specified in the email (usually seven (7) days).
- If no response is received, the restriction may be finalized and made permanent.
- Once documents are submitted, reviews generally take two (2) to three (3) weeks, but may take longer for complex cases.
5) How is my data handled?
- All documents submitted as part of the EDD process are handled by accredited third-party compliance providers.
- They apply industry-standard security measures, including encryption and strict access controls, to safeguard your personal data.
6) Quick answers
I cannot find the email.
Check your spam or promotions folders.
I need more time.
Reply to the email to request an extension. Extensions may be reviewed on a case-by-case basis.
I submitted the requested documents but have not received an update.
Reviews are typically completed within up to twenty (20) business days. If more than twenty (20) business days have passed, please contact support at support-kyc@nexpace.io.
Note: This FAQ is for customer guidance only. Actual enforcement is carried out in accordance with the Terms of Service, our operation policy, and applicable law.