Apple KYC Glitch on Bybit Locks User Out of $100K — Executive Team Steps In for Swift Recovery

A rare glitch in the Know Your Customer (KYC) system of crypto exchange Bybit temporarily locked a user out of their account, cutting off access to nearly $100,000. The issue arose when the user attempted to complete KYC verification using an Apple ID login, triggering a series of withdrawal restrictions.

Executive-Led Response

The incident, first reported on May 18 via Bybit China’s official X (formerly Twitter) account, drew an immediate and high-level response. The company confirmed that several departments—including customer support, risk control, technical, and product teams—were mobilized alongside Chief Operating Officer Helen Liu to resolve the issue.

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Bybit emphasized that this was a unique, isolated case affecting a single user. After a thorough internal review, the exchange confirmed the user's KYC information remained intact, and the funds were secure throughout the process.

Influence That Matters

The user’s issue may have remained unresolved for longer were it not for the intervention of Chinese-speaking crypto influencer EnHeng, who brought it to public attention.

According to a post by EnHeng, the glitch was discovered in a group chat where a user mentioned issues logging in via Apple ID. After verifying the issue, EnHeng contacted Bybit directly and received a prompt response from the exchange’s team, who helped the user recover access to the funds.

“This incident really made me feel the value of having influence,” EnHeng stated. He highlighted how retail investors often lack visibility or support when dealing with major platforms. “When we have more resources and a bigger voice, we should use them to speak up for retail investors,” he added.

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Not the First of Its Kind

Though alarming, such lockouts are not unheard of in the cryptocurrency space. Exchanges sometimes restrict access as a precautionary measure to prevent potential fund losses or comply with regulatory requirements.

In January 2025, the Phemex exchange temporarily halted withdrawals amid concerns about a $30 million security breach. Around the same time, Indian exchange Mudrex paused crypto withdrawals for compliance upgrades.

Regulatory enforcement has also played a role in account freezes. Last summer, some Palestinian users saw their accounts frozen on request from Israeli authorities, while OKX warned of bans on any accounts linked to sanctioned addresses or crypto mixer Tornado Cash.

These incidents serve as a reminder of the old crypto saying: “Not your keys, not your coins.” The phrase underscores the importance of self-custody in ensuring full control over digital assets.

Conclusion

The swift resolution of Bybit’s Apple ID KYC glitch demonstrates both the vulnerabilities and potential responsiveness within centralized crypto platforms. While the issue was quickly resolved thanks to executive action and the voice of a well-connected influencer, it also underscores a recurring lesson in crypto: control and access are not always guaranteed when funds are held on exchanges.

As centralized platforms continue to face technical, legal, and security challenges, users are urged to remain vigilant—and whenever possible, take greater control over their assets.