Frozen Balance - Bigo Live Wallet

Bigo Live Customer Services

Frozen Balance:

If your Bigo Live account balance is frozen and you can't exchange beans or can't send diamonds,, there are three reasons why this happened. See the reasons below.

Frozen Diamonds

If you try to send gifts or diamonds in 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 to play games or exchange them with rewards and gifts.

Frozen Beans

If you try to exchange diamonds or exchange rewards 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 to diamonds or withdraw beans to cash, also you will not be able to exchange beans for rewards.

How to unfreeze Bigo Live balance ?

You have to understand that we do not tolerate any refund requests that you made with your purchases under any circumstances. If you want a chance to resolve your frozen balance we can give you a one-time chance to fix that.

To resolve your frozen balance (frozen account) follow steps below:
• Create Payoneer Account: Create Account Now
• Send your BIGO ID with reason of contacting us on our customer services whatsapp.
• Customer Services Whatsapp: +13134666647

Please note: you will pay the amount that causing Account Frozen (including any extra fees involved).

How to purchase Bigo Live Diamonds ?

You can recharge bigo live diamonds through official channels (in-app purchase) such as google store, apple app store, app gallery and official resellers in bigo live wallet. also you can purchase bigo live diamonds through the official website link of by “”, this is the only official link for bigo recharge.

Why is my Bigo Live balance frozen ?

There are three reasons that lead to freezing your balance "Diamonds and Beans" in Bigo Live. You must understand which reason that 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 purchase Bigo Live diamonds it must be done through official channels that available inside the app (Bigo Live Wallet) through app stores such as google play and apple app store, official resellers and official website link recharge “” as we found that many users searching on google for the official link and they may finds unofficial sites and using them will leads to freezing your wallet or banned your bigo live account permanently.

Payment refund:

If you request a payment refund that will result in a frozen balance, both of diamonds and beans (account wallet in total).

Illegal Beans:

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.

Unofficial recharge channel:

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 and that leads to getting your account balance frozen permanently.

Financial Institutions:

This is a common reason and it's on financial institutions level, and we made it last 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 frozen balance (Bigo wallet).

When will the balance be unfrozen ?

If your Bigo Live balance has an equal amount of diamonds or beans that need to be deducted after submitting your request to Bigo Live Team Support, the system will deduct those diamonds or beans automatically. This is usually done during 48 hours upto 72 hours.

Have questions about Bigo Live frozen balance ?

If you have any questions or inquiry you can write a comment below and we will be glad to assist you sooner. or you can message us if there is a private personal issue.