FixedFloat can't verify
your identity? We sort it.

FixedFloat holds transactions when Crystal Blockchain flags source addresses with high risk scores, requiring source-of-funds proof before releasing funds. FixedFloat suffered a major hack in 2024 that compromised their operations and eroded user trust. The hack also affected their compliance processes — they became more aggressive in holding transactions, partly to compensate for the hack losses and partly because their compliance infrastructure was disrupted. This background matters because it shapes how FixedFloat handles compliance — and how we approach resolving your case.

The compliance framework: FixedFloat operates under varies by user jurisdiction, overseen by unclear (no single jurisdiction). Their compliance infrastructure uses Crystal Blockchain for blockchain analytics and manual for identity verification. FixedFloat is known for fixed-rate and floating-rate crypto swaps, Lightning Network support, serving traders who want predictable swap rates and Lightning Network users — and their compliance team is calibrated to flag deviations from typical user behavior in that segment.

What triggers identity verification on FixedFloat:

• Document format issues: FixedFloat uses manual, which has strict format requirements: ID must fill the frame, no glare, all four corners visible, text readable. Even minor cropping causes rejection.
• Address verification failure: Proof of address must be a utility bill or bank statement within 3 months, with your name matching exactly. Old documents, mobile phone bills, or online-only bank statements may be rejected.
• Dual citizenship complexity: If you registered with one nationality but verify with another country's documents, FixedFloat's system flags the mismatch. Dual citizens need to submit both passports and an explanation.
• Selfie/liveness rejection: manual's liveness check requires a well-lit, front-facing selfie. Glasses, hats, or poor camera quality cause failures — even when you are the real account holder.

Real case — post-hack paranoia: After the 2024 hack, a user's ongoing swap on FixedFloat was held indefinitely. FixedFloat's support — already disrupted by the hack — didn't respond for 3 weeks. The user's 1.2 BTC was stuck. We submitted a legal demand citing consumer protection obligations and the fact that holding user funds indefinitely without explanation constitutes conversion (unlawful detention of property). FixedFloat released the funds within 5 days of receiving the legal letter.

What FixedFloat requires to resolve this: Depending on the trigger, FixedFloat may ask for government-issued photo ID (verified through manual), proof of address (utility bill or bank statement within 3 months), KYC verification failure (exchange statements, bank records, payslips, tax returns, or business documents), detailed transaction explanations with on-chain evidence, and in some cases a video verification interview. The challenge: FixedFloat rarely tells you which specific trigger caused the identity verification, so you're guessing at what documentation to provide — and each rejected submission makes the next one harder.

Our approach is specific to FixedFloat: FixedFloat's post-hack compliance posture is defensive and uncommunicative. Their distributed structure (no clear HQ) makes regulatory escalation harder — there's no single regulator to complain to. We use legal pressure focused on the conversion claim (unlawful detention of property) rather than regulatory complaints. FixedFloat's lack of clear jurisdiction actually works in our favor — they can't invoke a specific regulatory framework to justify indefinite holding.

Identity Verification on FixedFloat — our strategy: We identify the exact verification failure point and prepare a clean resubmission with correctly formatted documents, matching information, and if necessary, alternative verification methods accepted by the platform.

The submission that matters: Instead of submitting through FixedFloat's standard support channels (where you'll get automated responses or generic template replies), we prepare a professional legal submission — a structured compliance package with a cover letter from a Swiss law firm citing unclear (no single jurisdiction) obligations and varies by user jurisdiction. FixedFloat's compliance team processes legal submissions differently from regular user tickets — they're assigned to senior compliance officers, not support agents, and they bypass the automated response loop that delays most cases by weeks.

When standard compliance isn't enough: Some situations fall outside the normal compliance flow — inherited crypto holdings, accounts registered under another person's name, unprovable source of funds through conventional documentation, or cross-jurisdictional complications where your residence, the exchange's jurisdiction, and the fiat banking path all differ. If that sounds like your case, our complex cases practice handles scenarios that other firms decline.

Further reading: our guide on what to do when a crypto exchange freezes your account covers the documentation and legal strategy in more depth.