Trust Centre

What to do if a withdrawal is delayed, rejected or not received?

2026-08-11

You can look into and handle this through the order status, network, address and transaction hash. A withdrawal review, delay or non-arrival does not mean the funds are lost; when the estimated time is exceeded or additional materials are required, you can submit a ticket through official customer service.

Handling by status

Under review: check whether identity, account or transaction materials need to be supplemented.
Sent: copy the transaction hash and look it up on the corresponding blockchain explorer or receiving platform.
Completed but not credited: verify whether the receiving platform supports that network, currency and tag.
Cancelled or rejected: check the reason shown on the page and the conditions for resubmission.
Status unchanged for a long time: save the order number, submission time and a screenshot of the page, then contact official customer service.

What you need to submit a ticket

Account identifier, asset and amount, network, receiving address, tag or memo, order number, transaction hash, submission time, current status and necessary screenshots. Do not submit your password, verification code, private key or seed phrase.

FAQ

Does a withdrawal delay mean I cannot withdraw?

No. Delays may come from review, the network, a bank or a third-party channel; you can continue to check via the order status and a ticket.

Can customer service guarantee recovery of assets sent to the wrong address?

No guarantee. Blockchain transfers are usually irreversible; submit complete information as soon as possible so the relevant platform can determine whether any handling is possible.

Back to the User Protection channel View normal withdrawal instructions Contact official customer service Submit a complaint or appeal

Sources

Customer Service Guide Account and Deposit/Withdrawal FAQ Deposit and Withdrawal Guide

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