Cryptocurrency exchange Bybit swiftly addressed a technical issue that prevented a user from accessing approximately $100,000 in funds due to a glitch in its Apple ID-based Know Your Customer (KYC) verification system. The problem was brought to light by crypto influencer EnHeng, who reported the issue on social media after a user shared her experience in a group chat.
Upon receiving the report, Bybit’s China Team initiated an immediate response involving multiple departments, including customer service, risk control, product management, and technical support. Chief Operating Officer Helen Liu also participated in the resolution process. The exchange coordinated closely with the affected user to rectify the issue.
An internal investigation concluded that the glitch was an isolated incident affecting a single user and not indicative of a broader systemic problem. Bybit confirmed that the user’s KYC information remained intact and that the funds were secure throughout the process.
EnHeng highlighted the importance of advocacy in the crypto community, stating, “This incident really made me feel the value of having influence.” He emphasized the need for those with a platform to support retail investors who may lack a voice in such situations.
While account access issues are not uncommon in the cryptocurrency space, Bybit’s prompt and transparent handling of the situation underscores the importance of responsive customer support and the role of community engagement in addressing user concerns.
