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 This is to safe-guard our customers from having their funds withdrawn in the event of their account being compromised.
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.