Help centre / Withdrawals & payments
What should I do if a withdrawal fails or is returned?
Keep the transfer reference and check its status before retrying or assuming the funds have been refunded.
A pending transfer, a rejected instruction and a payment returned after sending are not the same event. The next step depends on what actually happened.
Check before retrying
Review the transfer status, destination details, amount and reference. Do not submit a replacement while the original may still be processing. If the status is unclear, contact support first.
Bank payments
A bank may reject or return a payment because of its receiving details, account restrictions or other checks. Ask support to establish whether the payment was sent, rejected before sending or returned by the receiving institution. Keep any return notice or bank reference.
Do not assume the principal or fee has already been credited back. The treatment of each needs to be checked against the transaction record and applicable terms. If a credit appears, verify which transaction it relates to before retrying.
Digital asset transfers
Check whether a transaction hash exists and whether the transfer was broadcast. An instruction rejected before broadcast is different from a transaction already sent on-chain. An on-chain transfer is not automatically reversible, and a failed status alone is not proof of a refund.
Information for support
Provide the withdrawal or payment reference, date, amount, currency or asset, network where relevant, and a short explanation. Do not send passwords, security codes or wallet recovery phrases. Support will advise how to submit any additional evidence securely.