What Should I Do If My Withdrawal Is Not Received

Customer Specialist Team

Published on 2022-05-07

Updated on 2025-08-11

There are three procedures for a cryptocurrency transfer: Withdrawal ➞ Block Confirmations ➞ Deposit.

Generally, a TXID will be generated automatically within 30 minutes once you have confirmed your withdrawal request in the confirmation email, which means that the funds have been transferred to the blockchain. The time it takes for the funds to arrive can vary due to the block confirmations required for each currency and current blockchain congestion.

These could be the possible reasons for the withdrawal not arriving:

1. Withdrawal request is not yet confirmed

Please make sure to confirm the withdrawal request in your confirmation email within 30 minutes; otherwise, the withdrawal will not be processed.

(1) If the confirmation email has expired, you can resend the email from the “Withdrawal Records” page, or click [Cancel] and initiate the withdrawal again.

(2) If your withdrawal request is not confirmed within 24 hours, it will be automatically canceled.

Note: If the withdrawal email is not confirmed, the assets will not be withdrawn from the Spot account.

2. Withdrawal pending audit

The system will automatically audit your withdrawal before it is processed. Usually, this review takes 5-15 minutes, but larger withdrawals may take 15-30 minutes.

If the withdrawal remains pending for a long time, you can cancel it yourself in the “Withdrawal Records” page or contact customer support for assistance.

3. Temporary wallet maintenance

If your withdrawal is initiated during temporary wallet maintenance, it may not be successfully processed until the maintenance is completed.

You may set a reminder on the "Withdrawal" page. Once the withdrawal service is resumed, you will be notified via email or app push.

4. Withdrawal canceled by the system

Your withdrawal may be automatically canceled due to node issues.

In this case, your withdrawal will be canceled, and there will be a refund record in the "Asset History". If you still need to withdraw, you can initiate a new withdrawal.

5. Withdrawal rejected by receiving platform

(1) The withdrawn crypto is not supported on the receiving platform.

(2) The withdrawn crypto is sent via the network not supported by the receiving platform.

(3) You have not filled in the Memo/Tag/Comment for the crypto correctly.

(4) The withdrawal amount is less than the minimum deposit amount required by the receiving platform.

Note: If any of the above conditions apply and the withdrawal status is “Processed”, it means your funds have been sent from CoinEx and confirmed on the blockchain. Due to the irreversible nature of cryptocurrency transactions, CoinEx cannot reverse this transaction or recover the funds. Please contact the receiving platform for assistance.

6. Withdrawn to incorrect address

(1) If the withdrawal status is [Confirming] or [Auditing], you can click [Cancel] on the "Withdrawal Records" page to cancel the withdrawal.

(2) If the withdrawal is in [Reviewed] or [Completed] status, it cannot be canceled due to the irreversibility of crypto transactions. Once the funds are sent, only the recipient can return them, and CoinEx cannot reverse this transaction or recover the funds.

a. If you have withdrawn assets to the wrong address, and you know the owner of this address, please contact the owner directly to return your assets.

b. If you have withdrawn assets to the wrong address, but you do not know the owner of this address. Please contact the receiving platform associated with the wrong address for further assistance.

Note: If your concern is not addressed, please submit a ticket with details for further assistance.

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