First identify who is carrying out the check: FTX, the distribution service provider or the claim buyer. Then read the exact status. Failed means that documents could not be verified or KYC/AML/sanctions checks were not passed. It should not automatically be treated as an ordinary delay or technical error.
A pending review, a document request and a failed check require different responses. FTX publishes separate guidance on statuses, documents, data handling and provider onboarding. Below is how to find the applicable instructions and avoid confusing one check with another.
FTX explains that KYC is required to verify the proper claimant and carry out AML and sanctions checks: FTX Claims KYC. Filing a claim directly with Kroll does not itself remove the KYC requirement, as stated expressly in separate FTX guidance.
The chosen DSP may conduct its own onboarding and verification. This is explained in Selecting a Distribution Service Provider. Seller verification for a commercial transaction with ClaimBao is a separate stage in the platform’s published process.
This list is based on KYC Statuses Explained. Check the wording in your own notice; the time estimates in the guidance are not a guaranteed deadline for your review.
Failed has a specific explanation in the FTX guidance: unverified documents or a failure to pass KYC/AML/sanctions checks. FTX also describes the possibility of allowing certain claims without the requested information or filing an objection with notice. Whether information can be provided to resolve an objection depends on the case.
Rejected is not listed as a separate status in FTX’s published list. If you see that word in a message, retain the full text and establish whether it refers to a document, a technical step or the overall verification outcome. Do not assume that uploading documents again will automatically resolve it.
FTX lists acceptable identity and proof-of-address documents in KYC Guidelines for Individual Customers. In particular, documents must be valid, and photographs must be legible, with their edges visible and no information obscured. Accepted documents depend on the country and the request.
For Document Requested, FTX directs customers to Begin KYC and asks them to provide the specific materials requested. The team may contact you by email, but identity and proof-of-address documents are uploaded through the portal’s KYC page, rather than sent in an email reply. See the KYC status instructions.
Some customers may need source-of-funds evidence and documents showing lawful residence. FTX gives examples of supporting evidence: bank statements, proof of income, tax or investment documents and other listed options. This does not mean everyone needs every document at once.
Check the exact request and the period it covers. If your residence has genuinely changed, the process for updating information with FTX and the DSP is described in the provider guidance. Selecting a different country in a menu does not itself establish service eligibility.
In KYC Service Providers and Information Security, FTX names Sumsub for retail customers and BitGo for institutional customers. This concerns FTX KYC; it does not establish that ClaimBao uses the same contractor.
For additional materials, follow the FTX portal upload instructions. A recognisable service name in a message does not replace checking that you are following the official process.
FTX separately describes disabling access when applicable deadlines to start and complete KYC under D.I. 29464 were missed. For those cases, the guidance states that the claim was fully disallowed and expunged. This should not be described as an ordinary pending review. Read the relevant section of KYC Statuses Explained.
If the restriction is mistaken, FTX recommends contacting Customer Support. The ability to request historical CSV files does not reinstate the claim or change its KYC status, as clarified in the transaction history guidance for Expunged Claims.
Check the tax form and its review: FTX explains that the green check at Step 7 confirms submission, rather than substantive review. For a sold customer claim, the same guidance separately assigns responsibility for providing a tax form through the prescribed process to the buyer, rather than automatically to the former owner.
Check Step 8 and DSP onboarding against the provider selection instructions and residence-based service requirements. Missing certain steps may result in forfeiture of a distribution; restrictions and deadlines are described in the Dashboard FAQs.
You can submit information for individual assessment, but transaction eligibility is not guaranteed. Establish the reason for the status and whether there is a valid claim, a court-ordered expungement, an outstanding notice or a forfeited distribution. ClaimBao’s published process of verification, KYC and transaction documentation does not override the official consequences described by FTX.
A sale is not a promise to bypass KYC/AML/sanctions controls. If the issue concerns an objection or expungement, the documents relating to your claim and an assessment of the applicable procedure are needed.
Explain where the issue arose and which status is currently displayed. Transaction eligibility is assessed individually.
FTX describes On Hold as manual review. It differs from Failed. See the official status explanations.
Read the exact request and use the Begin KYC option provided by FTX. Document requirements appear in the guidance for individual customers.
No. FTX defines Failed as unverified documents or failure to pass KYC/AML/sanctions checks. The next steps depend on the individual case.
No. FTX expressly states that KYC is also required in that situation.
No. Tax-related steps, distribution conditions and DSP onboarding are checked separately. Compare the tax guidance and Step 8 requirements.
This article is general information, not legal advice.
FTXAll restricted countriesFTX payouts are blocked in 44 countries and territories on FTX’s list as of October 1, 2026. You can still get your money back by selling your claim. Here is how, step by step.
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