Bybit’s proactive response to a technical hiccup highlights the growing importance of user advocacy and swift customer support in the crypto space.
The exchange recently sprang into action to resolve a glitch temporarily restricting account access for a user attempting know-your-customer (KYC) verification via Apple ID. The issue surfaced when the user tried logging in, which triggered a swift, multi-departmental response from Bybit, including direct involvement from its Chief Operating Officer, Helen Liu.
In a May 18 update shared on X, the Bybit China Team confirmed it had received reports of users experiencing withdrawal difficulties linked to Apple-based KYC authentication. Although only one user was ultimately affected, the incident prompted the company to mobilize its customer service heads, risk control officers, Chinese-language team, technical department, and product managers.
Following an internal review, Bybit concluded the case was isolated and not indicative of a broader vulnerability. According to the exchange, the user’s KYC data remained intact, and their funds were never at risk.
Interestingly, the alert was first raised by Chinese-speaking crypto influencer EnHeng, who spotted a message in a group chat where a user reported the issue. After verifying the bug’s legitimacy, EnHeng flagged the matter to Bybit, facilitating the user’s access to nearly $100,000 in assets.
Reflecting on the experience, EnHeng said,
“This incident really made me feel the value of having influence. In this market, retail investors often lack a voice and are vulnerable. When we have more resources and a bigger voice, we should use them to speak up for retail investors.”
While technical hiccups aren’t uncommon in crypto, especially as exchanges bolster compliance frameworks, Bybit’s rapid reaction stands out. In contrast, the Phemex exchange was forced to halt withdrawals earlier this year after a major security scare involving suspicious outflows totalling nearly $30 million.
Bybit’s handling of this incident reinforces the critical role of community engagement and the responsibility of platforms to safeguard user access and trust, even in cases affecting just one individual.
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