Move ETN from Wallet Balance to Available Balance?

As the title states, I’m having problems moving ETN from Wallet Balance to Available Balance? It shows I have 100K in my wallet balance and I want to move that to an exchange.

Any help would be appreciated - thanks!

have you refreshed the wallet?
have you exit/entered the app?
have you checked the app for update?
have you tried to reinstall the app?
have you checked the online wallet asking for KYC stuff?

if all has been done and still no etn then create a ticket at support.electroneum.com

please notice that support needs a different account i.e. not your etn account

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Hello, I have refreshed the wallet. I don’t have the mobile app, I’m only viewing from desktop. I already sent them a ticket but no response yet.

Update* I downloaded the app, refreshed the balance and it’s still the same “Wallet Balance 100K” but available balance 0. All transactions below it are marked as complete. Can someone please help?

Have you done the necessary levels of KYC?

If you haven’t done this you will need to, in order to release your funds.
This came into effect in December 2018.

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Hey Anthony, thanks for your reply. I’ll be honest, I haven’t logged in nor done anything with my ETN since 2017. Could you link or help me understand what “Have you done the necessary levels of KYC?” means? I assume this is what I’m missing - thanks very much!

https://community.electroneum.com/t/kyc-and-aml-faqs

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