After you initiate a withdrawal, the time for the assets to arrive may be affected by multiple factors such as platform review, blockchain network confirmation speed, and the receiving platform’s deposit rules. If the withdrawal has not yet arrived, you can troubleshoot based on the withdrawal status.
1. Withdrawal Still Processing
Please log into your personal account, click [Assets] - [Spot Account] - [Order History] to check the withdrawal record.
If the withdrawal status shows “Pending Review,” it means the withdrawal has not been completed and may still be in one of the following stages:
• Platform system security review in progress
• System is processing the withdrawal request
• Waiting for blockchain network to package and confirm
• Confirmation delay due to network congestion
Please wait patiently for the system confirmation process to complete. Generally, the withdrawal will be credited after passing the review and completing on-chain confirmation.
2. Withdrawal Completed but Not Received
If the withdrawal status in [Order History] shows “Completed,” it means the platform has successfully transferred the assets out and generated the corresponding on-chain transaction record.
You can click [Details] of that withdrawal order to view the transaction Hash, which is the on-chain transaction hash.
Then you can:
• Use the transaction Hash to check the confirmation status on the corresponding blockchain explorer
• Provide the transaction Hash to the receiving platform or wallet customer service for verification
• Confirm whether the receiving platform has completed the deposit processing
Note that when the platform shows “Completed,” it usually means the assets have been successfully transferred out from the platform, but the final arrival time may still depend on the receiving wallet or trading platform’s deposit rules.
3. Please Confirm That the Withdrawal Network and Token Match
Before initiating a withdrawal, please make sure the receiving platform or wallet supports the token and network you are withdrawing.
For example:
• USDT-TRC20 can only be deposited to a USDT address that supports the TRC20 network
• USDT-BEP20 can only be deposited to a USDT address that supports the BEP20 network
• USDT-ERC20 can only be deposited to a USDT address that supports the ERC20 network
If the withdrawal network is chosen incorrectly, or the receiving address does not support the corresponding network, it may result in the assets not arriving, or even permanent loss without recovery.
Therefore, before withdrawing, please verify:
• Whether the receiving address is correct
• Whether the withdrawal token is correct
• Whether the withdrawal network matches the receiving platform
• Whether the receiving platform supports deposits of this asset
4. Special Reminder
Once a blockchain transfer is successfully submitted, it usually cannot be revoked or canceled. Please carefully verify all information before withdrawing.
If you are unsure whether the receiving platform or wallet supports the token and network, it is recommended to contact the receiving platform’s customer service first, or conduct a small test withdrawal and confirm receipt before making a large transfer.
If you still have not received the assets, please contact the official platform customer service and provide the following information:
• Withdrawal token
• Withdrawal amount
• Withdrawal time
• Receiving address
• Transaction Hash
• Screenshot of the withdrawal order
Customer service will assist you with further verification and handling.
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