Withdrawals may be unavailable on your account for a number of reasons:
- If two-factor authentication (2FA) has recently been removed from your account, the withdrawals feature is temporarily disabled on your account for 7 days. This is to safe-guard our customers from having their funds withdrawn in the event of their account being compromised, and customers are notified of this security feature at the time of removing 2FA.
Should you need to process a withdrawal before the 7-day period has finished, please raise a ticket with our support team, who will be in touch to verify your identity and manually re-enable withdrawals on your account; - You may still need to complete some account verification requirements before withdrawals can be enabled on your account, or you may be flagged for re-verification as part of our ongoing customer due diligence and know-your-customer (KYC) requirements.
You will be notified via email, and a notice will be visible on your account, if further verification information is required. Once completed and confirmed by our team, withdrawals will be automatically enabled on your account; - Withdrawals may be temporarily disabled for a specific asset only (not all assets). This could be because:
- the asset is still in the process of being listed;
- there is a problem with the specific asset or it's withdrawal function; or
- the asset is in the process of undergoing a major change/event (e.g. a hard fork)
In all of the scenarios above, we will advise customers of any planned or unplanned outages via our weekly email newsletter, blog page and/or our Twitter channel; and
- Withdrawals may be temporarily disabled for all assets. This could be due to a number of reasons:
- there is a problem with the withdrawal feature; or
- the asset is in the process of undergoing a major change/event (e.g. a hard fork)
As with the disabled withdrawals for a specific asset, in the event of any of the scenarios above, we will advise customers of any planned or unplanned outages via our weekly email newsletter, blog page and/or our Twitter channel.
If you have any other questions or issues with the withdrawals feature on your account, please see our other withdrawal help articles, or raise a ticket with our support team.