Before the virtual assets you withdraw in HashKey Exchange officially reach your wallet account, you need to go through two steps: HashKey Exchange disbursing-> block confirmation. Therefore, if the assets do not arrive at the time of withdrawal, there are usually the following reasons:
1）Withdrawal information is incorrect
When withdrawing, please be sure to check the currency, address, network and other withdrawal information according to our requirements. If there are any errors, your assets may be lost permanently and cannot be recovered.
2）HashKey Exchange Customer hot wallet corresponding assets less than your withdrawal request
According to the requirements of the Hong Kong Securities and Futures Commission, the proportion of customer assets stored by the licensed exchange in the hot wallet shall not exceed 2% of the total customer assets, so if your single withdrawal of assets is greater than the balance of virtual assets corresponding to the hot wallet, the platform needs to transfer from the customer's cold wallet to the customer's hot wallet before meeting your withdrawal, please wait patiently during the period.
3）HashKey Exchange has been credited and the withdrawal status is displayed as successful, but the number of block confirmations has not met the requirements of the target platform
If the withdrawal information you have selected/entered is accurate and the HashKey Exchange withdrawal status has been displayed as "withdrawal successful", you need to wait for the corresponding assets's block confirmation number to reach the specified quantity on the target platform before the withdrawal can be credited.
4）Other reasons
If your withdrawal assets have not arrived and the above reasons and scenarios have been eliminated, you can contact our customer service staff and provide related information (including the assets type, quantity, time and hash key of the transfer transaction etc.) so that our customer service staff can assist you in processing.
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