I. Withdrawal Process
Blockchain asset transfers consist of three steps:
Withdrawal Request → Block Confirmation → Deposit Posting.
Withdrawal Request: If the withdrawal status on the platform shows "Withdrawal Completed" or "Block Confirmed," it means the platform has processed the withdrawal and transferred the assets to the blockchain.
Block Confirmation: You can copy the transaction ID (TXID, also called hash) and use it to check the withdrawal progress on the corresponding blockchain explorer.
Deposit Posting:
If the blockchain status shows "Unconfirmed," please be patient. Once the blockchain confirmation is completed, the assets will be credited.
If the blockchain status shows "Confirmed," but you still haven’t received the assets, please contact the receiving platform to help with the deposit.
II. Common Reasons for Withdrawal Failures
1.Asset Pending Transfer: When your assets are still pending, the status will show as "Withdrawal In Progress" or "Waiting for Withdrawal." This means the system is processing withdrawals in the order they were submitted. High withdrawal volumes may cause delays, as the system processes transactions sequentially. Manual intervention is not possible, so please wait patiently. We apologize for any inconvenience this may cause.
2.Block Not Confirmed: After assets have been sent, they await blockchain confirmation, which may take an indefinite amount of time. If the block is confirmed but assets haven't been credited, please contact the receiving platform's support team for verification.
3.Tag or Memo Not Filled: For currencies like XRP, withdrawals require both an address and a Tag/Memo. If this field is left blank, the assets may be sent but not properly credited. Please verify the correct Tag/Memo with the receiving platform.
4.Incorrect Address or Address Length Issues: Check the withdrawal details page to identify specific issues. Ensure:
The complete address is copied correctly
The correct currency is selected
There are no special characters or spaces
The address supports the mainnet or token address
5.Incorrect Network Selection: Withdrawals may fail if sent through the wrong network. Always select the same blockchain network used by the receiving platform. For example:
Withdrawing via ERC20 but receiving via TRC20 will result in lost assets
The assets will not arrive if networks don't match
6.Unsupported Currency on Other Exchanges: The platform only verifies address format, not whether the receiving address supports the specific currency. If this occurs, please coordinate with the receiving platform to resolve the issue.
III. Unable to Withdraw
If your account cannot process withdrawals, this is typically due to recent modifications to security settings, including:
Google Authenticator changes
Phone number updates
Email address unbinding
These security changes automatically impose a 24-hour withdrawal restriction as a protective measure.
If withdrawals remain unavailable after 24 hours have passed, please contact our customer support team for personalized assistance.