My withdrawal failed, what happens now?

Our team looks into every failed withdrawal and resolves it, and if you write to our support team, we'll look into yours sooner. You can follow its status on your withdrawals page until it's resolved.

What does Failed mean on a withdrawal?

Failed means we tried to send your withdrawal and the payment couldn't be completed, for example because the payment was refused.

Where is my money after a failed withdrawal?

The amount left your balance when you submitted the withdrawal, and it's held with the failed withdrawal while our team looks into it. It doesn't come back to your balance automatically, because the payment might have reached you.

If your withdrawal later shows Cancelled, the full amount is back in your balance, and your transactions page lists it as a Withdrawal refund. We notify you when a failed withdrawal is cancelled, and you can then withdraw the amount again, with the same payout method or a different one.

Do I need to do anything about a failed withdrawal?

No, our team looks into your failed withdrawal whether you contact us or not. Please don't submit the same withdrawal again while one has failed, because a second one takes its own amount from your balance.

If the payment did reach you, for example the crypto shows in your wallet or you claimed the PayPal payment, please tell us, because that helps our team resolve your withdrawal.

When should I contact support about a failed withdrawal?

You can write to our support team as soon as your withdrawal shows Failed, and we'll look into it sooner when you do. Send us the ID of the withdrawal by copying it from your withdrawals page, and tell us if the payment reached you.