This message means the account has a negative balance—usually in the USD wallet—even if the displayed balance shows $0.00. The negative amount is often a small fraction of a cent caused by rounding during conversions or transactions.
When this occurs, withdrawals, card spend, and transfers will be blocked until the negative balance is corrected.
How to fix the issue
To resolve the error:
Deposit additional USD into the account, or
Sell a small amount of cryptocurrency to cover the negative balance
Once the balance is positive, transfers and withdrawals will be re-enabled. If the error persists, this request requires assistance from our support team and will be handled by creating a support ticket.
This is an example of the error on the mobile app.