What to do if withdrawals haven't arrived?

Dear User:

To ensure the security of your assets, if you encounter a "withdrawal not received" situation during the withdrawal process, please follow the instructions below for troubleshooting and handling.

I. On-chain withdrawal (digital assets) not received

1. Confirm whether the transaction was successfully broadcast

• Please go to the corresponding blockchain explorer and enter the transaction hash (TxID) to check.

• If the page displays "Success / Confirmed", it means that the platform has completed the transfer and is currently in on-chain confirmation.

2. Check the on-chain network status

• Network congestion may cause a delay in arrival.

• Different public chains have different requirements for the number of confirmations. If the required number of confirmations is not reached, the funds will not be credited temporarily.

3. Verify that the withdrawal address and network are correct

• Incorrect address or chain network selection may result in assets not being credited or the risk of permanent loss.

• If assets are lost due to the user entering an incorrect address, the on-chain transaction is irreversible, and the platform cannot recover them.

4. If your TxID is normal but the funds haven't arrived after a long time, please submit the following information to customer service:

• Withdrawal currency and amount

• Withdrawal time

• TxID (transaction hash)

• Screenshot of receiving address
The platform will assist you with expedited verification after receiving the above information.

II. Fiat Currency Withdrawals (OTC / Bank Card / Third-Party Payment) Not Received

1. Confirm if the receiving account is normal

• Is the bank card in good standing?

• Are there any limits, interbank delays, etc.?

2. Verify the withdrawal order status

• If the order shows "Processing," it means the payment channel is under review.

• Usually, the funds will be credited within 10 minutes to 24 hours.

3. If the funds haven't arrived after the expected time, please provide the following information to customer service:

• Withdrawal order number

• Withdrawal amount

• Payment method (bank card/wallet)

• Screenshot of receiving account (do not include sensitive information)

The platform will assist you with expedited verification after receiving the above information.