1）Incorrect Withdrawal Information:
When withdrawing, it's crucial to verify the currency, address, network, and other withdrawal information as per our requirements. Any errors may result in your assets being permanently lost and irretrievable.
2）Insufficient Corresponding Assets in HashKey Global's Hot Wallet:
To ensure the security of customer assets, HashKey Global maintains a smaller proportion of assets in its hot wallets. If your single withdrawal amount exceeds the corresponding digital assets balance in the hot wallet, Hashkey Global needs to transfer assets from cold wallet to hot wallet before fulfilling your withdrawal request. Please be patient during this process.
3）HashKey Global Has Processed the Withdrawal, but Confirmation Blocks Haven't Reached the Target Requirement:
If the withdrawal information you selected/entered is accurate and HashKey Global shows the withdrawal status as "successful," you'll need to wait until the confirmation blocks of the respective asset reach the specified quantity required by Hashkey Global before the withdrawal can be credited.
4）Other reasons
If your withdrawal assets haven't arrived and you've ruled out the above possible reasons, please contact our customer service and provide relevant information (including asset type, quantity, transaction time, and transaction hash) for our customer support agents to assist you with the processing.
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