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    Common Questions about Withdrawal

    Create Time:2020-04-23 05:19:03 UTCRead:508254


    1. My funds are not arriving

    There are 3 key steps a blockchain transaction must go through: request - validation - receive funds.
    ① Request: if your withdrawal status says "Withdrawal completed" or "Block has been confirmed", it means the transaction has been processed by and is sent to blockchain network for validation.
    ② Validation: Copy the TXID of the transaction and use it to track the transaction on the blockchain explorer.
    ③ Receive Funds: If a blockchain tell you the funds have not arrived, then you need to wait patiently for the network to validate the transaction. If it says the funds have arrived but you do not see any records of the funds, please contact the recipient platform for assistance.

    2. How do I check the progress of a coin withdrawal on the blockchain explorer?

    Open the website and go to "Coin List" under "More" on the top navigation bar. Search for the coin you want to withdraw. Open its deion page and click on "Blockchain Explorer". Paste the TXID into the top-right search box.

    3. Wrong withdrawal address

    ① If a wrong address led to the withdrawal failure, the funds will be automatically returned and the withdrawal record will be tagged as "Cancelled".
    ② If the withdrawal has been successfully conducted, the funds will be transferred to the recipient's wallet. Due to the irreversibility of blockchain transactions, we cannot help you retrieve the funds once the transaction is finished. You need to contact the recipient for negotiation.

    4. Common reasons for withdrawal failures

    The following 4 reasons account for most withdrawal failures:
    ① Wrong address
    ② Wrong address length
    ③ User did not fill in a tag or memo
    ④ Network delay

    How to check: You can view the reason for transaction failure on the transaction detail page. Check if the address is pasted in its entirety, if the coin is selected correctly, if there are unwanted symbols or spaces and if the Mainnet and the Token Contract Address are supported.

    If it’s not for the reasons mentioned above, the funds will be returned to the sender's account after the withdrawal fails. If the funds are still not returned after 24 hours, please submit a ticket or start a live chat with our customer service.

    5. No KYC ID Verification requires all users to complete KYC ID Verification in order to comply with the regulations of the cryptocurrency industry, to ensure the safety of users' funds and to reduce risks such as money laundering, blackmail and other illegal activities. Only after KYC ID Verification is completed, can certain operations, such as withdrawal, be carried out.

    6. Recent fiat currency trading or merchant orders in fiat currency trading

    ① If there are merchant orders in your fiat currency trading, there must be a certain amount of asset margin preserved in your account. Please check if you have merchant orders.
    ② Currencies bought in fiat currency trading can only be withdrawn 24 hours after the purchase.

    7. Account is under protection

    After you make changes to security settings like KYC ID Verification, Google Authenticator, phone number, etc, you cannot withdraw funds within 24 hours after the change. Your account will enter a 24-hour protection period after a security setting is changed. If the protection period exceeds 24 hours, please contact customer service by submitting a ticket or starting a live chat.

    8. Forgot to fill in a tag or a memo

    When withdrawing currencies like XRP and EOS, users must fill in a tag or a memo. If the tag or memo is blank, the currencies may be withdrawn but will probably not arrive at the recipient's address. In this case, the user must confirm the status of the transaction at the recipient’s platform.

    9. The withdrawn currency is not supported by the recipient’s platform only confirms whether the address format is correct but cannot guarantee whether the recipient’s address supports the withdrawn currency. For solutions, you need to communicate with the recipient’s platform.

    If the recipient’s platform agrees to return the funds back to your account, you can provide them with your deposit code. If they only agree to return the funds to the sender address, in which case the funds cannot be transferred directly to your account, please contact the recipient platform to request the TXID of the transaction. Submit a ticket on and share with our agents the TXID, the communication record of you and the recipient’s platform, your account ID and your deposit code. Our agents will help you transfer the funds into your account.

    If the recipient’s platform has other solutions which require our assistance, please submit a ticket or start a live chat with our customer service to inform us of the matter.

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