Dear HashKey HK Exchange users:
Recently, we have received feedback from some customers that their fiat currency withdrawals have not arrived in their accounts. We immediately communicated with the bank and found that this problem was caused by the bank's API system upgrade. The specific situation is as follows:
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Impact scope
Withdrawals of US dollars and large amounts of Hong Kong dollars (single transaction greater than or equal to HKD 1 million) cannot be received.
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What should I do if the fiat currency order shows that the withdrawal was successful but the payment was not received?
The fiat currency withdrawal order shows that the withdrawal is successful because the bank has deducted the corresponding amount from the HashKey bank account. If you do not receive the payment, we may receive a refund from the bank 1-3 working days after you withdraw the money. When we receive the refund, your HashKey account will be credited after the payment is made, and any handling fees incurred during this period will be borne by HashKey. Please don't worry, your assets are safe, and it will take some time for the bank to process the refund.
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How should I withdraw fiat at this moment?
1) Withdraw Hong Kong dollars
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A single withdrawal of HKD within 1 million will not be affected.
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If your single withdrawal is more than 1 million, please divide the withdrawal into multiple orders.
2) Withdraw USD
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If you are in a hurry to withdraw US dollars, it is recommended to use the Foreign Exchange function of the HashKey platform to convert US dollars into Hong Kong dollars and then withdraw the money, and the single transaction should not exceed 1 million Hong Kong dollars.
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If you are not in a hurry, please wait patiently. We will notify you as soon as possible after the bank system is repaired. Please pay attention to the platform's announcements.
Regarding this fiat currency withdrawal issue, the HashKey HK Exchange team has urgently communicated with the bank, and the bank is already handling it internally. We are very sorry for the inconvenience. HashKey HK Exchange will continue to provide you with updates.
If you have any questions, please contact our customer service email: support@customer.HashKey.com
Thank you for your support!
HashKey HK exchange team
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