FTX Customer Claim Website Tutorial! How to submit proof of claim, verify balance? What details to pay attention to?

FTX Customer Claims Website quietly went live on 7/12, and the official announcement was made two days later that the claims website is now open for users to log in. Users can not only check their asset balances in FTX and Blockfolio, but also access the claims proof submission page and submit after confirming the information is correct. This article will guide you through how to use it step by step, so let's reclaim the missing funds together!

FTX Customer Claims Website Activated 7/14 Update

According to a press release from FTX, the customer claims website was officially launched on 7/14. Upon logging in, users can view their trading records and asset balances up to 11/11 of last year.

In addition to submitting customer claims following a series of steps, the official statement also mentions that if customers disagree with any part of their customer claims, wish to assert related customer claims arising from any other investment or trading activities, or if their account does not show a correct net balance, they can also submit electronic claims proof.

A reminder that the deadline for submitting customer claims is 4:00 AM Taiwan time on 9/30, and it is essential to submit the claims before this deadline.

FTX Customer Claims Website Usage Guide

Below is the homepage of the FTX customer claims website. Before proceeding with the formal process, users need to select the claims platform, primarily choosing between FTX.com or Blockfolio – FTX.com.

STEP 1: Activate Account Holder Verification

After selecting the platform, users can log into their existing FTX account, which will involve 2FA verification or email verification code.

STEP 2: Verify FTX Account Holder's Identity

Upon logging in, email verification is required. By clicking "Confirm Email," users will receive a confirmation email from [email protected] in their inbox. Clicking "Confirm your email" will proceed to the next step.

STEP 3: KYC

Next is the more cumbersome KYC process, requiring the submission of several documents. Clicking "Begin KYC Process" at the bottom will start the process.

First, select nationality and occupation category.

Then upload identification documents, choosing between a passport or ID card. Following that, users need to open the computer's camera for a selfie.

Lastly, upload proof of address, which can be documents such as:

• Bank statements with address
• Utility bills
• Internet, cable TV, home phone bills
• Tax documents
• Municipal tax bills
• Government-issued residence proof

It is important to note that screenshots, mobile phone bills, medical bills, shopping receipts, or insurance statements are not accepted for this purpose.

Based on testing, residence proof in Chinese and bank statements with Chinese characters can be accepted, but it is still recommended to primarily use documents in English.

After submitting all documents, there is an approximate 20-minute review time. If the review fails, the customer service team will contact the user for manual review.

Furthermore, after document submission review, users can check their KYC status. If it shows "Verified," the verification was successful.

STEP 4: View Account Balance

Even if the KYC process is not completed smoothly, users can still view account balances, deposit/withdrawal records, and holdings information.

This step does not require any additional actions; its main purpose is to provide users with account details.

STEP 5: Submit Electronic Claims Proof

After confirming account details, users can proceed to submit claims proof.

Clicking the button in the above image will lead to the "Kroll Claims Proof" page for FTX, initiating the next stage of the submission process.

Kroll Claims Proof Submission Guide 7/18 Update

The image below shows the interface of the Kroll claims submission website, where users need to first click on "View Scheduled Claim."

Document 1: "FTX Details"

At this point, three documents will appear successively. The first document, "FTX Details," will display the user's FTX account and ID. Once confirmed, users can proceed to the next step.

Document 2: "Scheduled Claim Information"

Users need to select the company they used on the platform first. For Taiwan users, they should choose FTX Trading Ltd. d/b/a "FTX" and confirm the assets they need to claim.

Below will list the assets needing to be claimed, categorized into four types:

1. Fiat currency
2. Borrowed fiat currency
3. Cryptocurrency
4. Borrowed cryptocurrency

Using fiat assets as an example from the image, the system has pre-filled the required fiat for claiming. If the quantity is correct, users can choose "Yes" in the first option. If incorrect, they should select "No" and enter the correct claim quantity.

Additionally, if there are other fiat assets to claim, users can click "Yes" in the second option, allowing them to input the fiat and quantity in the form that appears.

Note: During the actual process, there have been instances where the system did not fully populate the cryptocurrency section, requiring manual input. However, only four types of tokens can be entered, which may lead to insufficient fields for some users. If this occurs, it is recommended not to submit the claims proof until further explanation from the official team.

Key Step: How to Receive Confirmation Email for Claims Proof

After confirming the correctness of the claim assets data, this document will also inquire whether there are any other actions related to customer claims on FTX. If not, select "No," then click "Next" to proceed to document ten for submitting the claim.

For those selecting "No," after completing the above process, they will not receive a debt confirmation letter; the document submission will remain in the "scheduled" stage. The reason for this phenomenon is currently unclear.

For those selecting "Yes," more documents need to be filled out. After completion, an official confirmation email can be received.

Therefore, if there are concerns about not receiving the email, users can choose "Yes" and complete the following steps:

Document 3: "File a Proof of Claim"

This document only requires the name of the claimant and their email address, after which they can proceed to the next step.

Document 4: "EPOC Agreement"

This document is an agreement informing users that the provided information will be made public on the debtor's case website and the bankruptcy court's claims register. It also reminds users not to submit fraudulent or harmful content in their claims.

After confirming no issues, click "Agree" at the bottom to proceed. This will prompt additional forms to be filled out on the left side of the interface in sequence.

Document 5: "Instructions"

This document provides instructions for filling out the claims form. After reviewing it, users can check the box at the bottom and start filling out the form.

Document 6: "Claim Information"

This document requires filling out information related to the user's claim. While there are many questions, not all need to be answered, mainly focusing on questions marked with a red asterisk, answered in English.

First, users will be asked if they have a personal account, and if so, select "Yes" and enter their name. Then proceed to fill in the address and city of residence below.

Next, users will be asked if their address is not in the United States. If not, select "Yes" and enter the country name.

Following this, a series of questions will be asked, in order:

1. Is the claim money needed to be sent to another address?
2. Do you want to add additional addresses to receive claim proof information?
3. Has this claim modification been submitted before?
4. Do you know if someone else has submitted a claim for this claim proof?

After completing the required options, users can proceed to the next document.

Document 7: "Additional Claim Information"

This document extends the previous one, asking if users participated in the FTX Earn program through the Blockfolio wallet and if there were any other actions related to customer claims on FTX. After filling it out, users can proceed to the next step.

Document 8: "E-Sign"

This document requires an electronic signature. Users should first select the identity of the claim submitter, choosing the first option if submitting on their own as "I am the claimant."

Then proceed to fill in the relevant personal information in the areas marked with red asterisks, including name (first name followed by last name), address, city of residence, and confirm if the address is outside the United States. Once correctly filled out, users can move on to the next step.

Document 9: "Attachments"

This document inquires whether proof documents need to be attached. If not, users can select the second option and proceed to the final step.

Note: Proof documents must be in a single PDF file and not exceed 5 MB in size.

Document 10: "Submission Information"

After the final document appears, clicking "Submit" completes the claims proof submission. The system will show that an email from [email protected] will be received, containing a PDF file of the claim documents and a confirmation ID.

If the claims submission process is successful, the email should be received shortly.

Users can then return to the initial screen of the Kroll claims submission website to verify if the documents were successfully submitted. If the Workflow stage shows "Submitted," users should receive an official confirmation email.

This concludes the complete process for FTX users to submit claims proof. Any updates from the official team will be promptly shared, and if there are any issues during usage, feel free to message our Facebook page!