Nazia Saeed
A glitch affecting Apple ID-based KYC halted a user’s access to $100,000 until a crypto influencer got Bybit’s executive team involved for a swift resolution.
Cryptocurrency exchange Bybit confirmed that it mobilized internal teams up to the executive level to resolve a glitch affecting a single user who encountered issues with the Apple-based know-your-client (KYC) process.
In a May 18 post on X, the Bybit China Team reported receiving complaints from users who experienced withdrawal restrictions when accessing the platform via Apple ID due to a KYC verification issue. The company said it immediately responded, coordinating across departments and involving its Chief Operating Officer, Helen Liu.
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Others involved included heads of customer service, risk control, the Chinese-language division, as well as product managers and the technical team. The user worked closely with Bybit during the investigation and resolution process.
Following an internal probe, Bybit determined this to be a “unique case affecting an individual user, not a systemic issue.” The company emphasized that the user’s KYC data remained intact and funds were secure throughout the incident.
The perks of media attention
Bybit claimed its rapid and high-level response was sparked by a report from a single user. According to Chinese-speaking crypto influencer EnHeng, he played a pivotal role in escalating the matter.
In a separate post that Bybit later responded to, EnHeng shared that he discovered the issue in a group chat where “a girl mentioned a bug related to Bybit’s Apple ID.” After verifying the problem, he flagged it to Bybit’s team.
Bybit staff reportedly responded quickly, enabling the user to regain access to approximately $100,000 in funds. EnHeng highlighted: This incident made me feel the value of having influence.
He added that retail investors often lack visibility and are vulnerable in the crypto space. For that reason, he said: When we have more resources and a bigger voice, we should use them to speak up for retail investors.
Locked out of exchange
Being locked out of a cryptocurrency exchange or restricted from certain features is not uncommon. These measures are often emergency protocols designed to protect users and prevent fund losses.
Recent examples include the Phemex crypto exchange halting withdrawals following alerts of nearly $30 million in suspicious outflows in January. That same month, Indian exchange Mudrex also paused withdrawals, citing the need for compliance upgrades.
In other instances, regulatory pressure prompts such actions. Last summer, several Palestinian user accounts were frozen after Israeli authorities issued seizure requests. In a separate case, OKX announced it would terminate any account linked to Tornado Cash or sanctioned addresses, resulting in multiple users being locked out.
These incidents echo a long-standing adage from the Bitcoin (BTC) community: Not your keys, not your coins. The phrase serves as a reminder that true control over digital assets lies in having access to the private keys required to authorize transactions.
