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If your BIGO LIVE account balance has been frozen and you can't send gifts, or diamonds, exchange beans, or play games. See the reasons below.
In order to request to unfreeze Bigo balance/wallet read the reasons before submitting your request.
How to submit request?
If you try to send gifts or diamonds in the Live Room you will see this message "Your balance has been frozen". That means your diamonds have been frozen and you can't send gifts or diamonds to anyone in the Live Room, whether to the broadcaster or the guests, also you will not be able to use your diamonds in playing games or exchange them with rewards and gifts.
If you trying to exchange diamonds or Cash out in your Bigo Live account wallet you will see this message "Your account has been frozen, so you can't be exchanged for rewards now". That means your beans have been frozen and you can't exchange your beans for diamonds or withdraw beans to cash, also you will not be able to exchange beans for rewards.
There are four reasons that lead to freezing your balance "Diamonds and Beans" in Bigo Live. You must understand which reason led to the freezing of your balance so that you can solve the problem and unfreeze your balance.
But you have to understand first if you want to purchase Bigo Live diamonds it must be done through official channels that are available inside the app (Bigo Live Wallet) through app stores such as google play and apple app store, official resellers, and official website link Bigo.tv recharge is “https://m.bigopay.tv/” as we found that many users searching on google for the official link and they may find unofficial sites and using them will lead to freezing your wallet or banned your Bigo Live account permanently.
If you request a payment refund that will result in a frozen balance, both of diamonds and beans (account wallet in total).
If you receive beans and gifts from a user who made a Payment refund or the user reports that gifts are unauthorized. Your balance will be frozen.
If you purchase or receive diamonds through unofficial channels, that will result in a frozen balance and it may lead to your account being banned permanently.
Please note Some online stores/websites offer huge amounts of diamonds for low prices and once you pay for it they will deliver the diamonds to you at first and then refund the payment later, thats leads to getting your account balance frozen permanently.
This is a common reason and it's on the financial institutions level, and we made it the last reason so we can explain clearly.
When you make a purchase using your bank card, apple itunes/store, or google play store the payment will be delivered to the 3rd party channel and you'll receive the diamonds you've purchased. The financial institution should deliver the payment to the 3rd party channel every certain period but in some cases, the financial institution may hold the payment for their own reasons. The 3rd party channel will report that they did not receive the payment and that will result in a frozen balance (Bigo wallet).