You can follow up based on the withdrawal status shown in your withdrawal details:
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Under Review : Please ensure you have completed Advanced Identity Verification. If not, complete identity verification and wait for the status to update. If there is no change, contact Customer Support for assistance.
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Facial Recognition Required : Follow the on-screen instructions to complete facial recognition. If the status remains unchanged after submission, reach out to Customer Support for assistance.
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Processing : This means your withdrawal is currently being processed and may take some time. Please wait patiently. If the status hasn't updated after 20 minutes, contact Customer Support to follow up.
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Withdrawal Failed : The system will automatically reprocess or refund the failed withdrawal, usually within 24 to 48 hours. Rest assured, your assets are safe. Reasons for withdrawal failure will be displayed under the transaction ID in your withdrawal record:
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Reason 1: If the hash is shown but the status is "Failed", it means the transaction failed on-chain. Please wait for an automatic resend or refund.
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Reason 2: If it shows a message like "Delayed. We are working on it", it indicates network instability, and the transaction failed to be added to the blockchain.
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Withdrawal Canceled: The assets will be automatically returned to your account. You can check your Transaction History for confirmation. Reasons for cancellation are shown under the Transaction ID:
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Incorrect address: Address length error or contains invalid characters, etc. Please verify and reinitiate the withdrawal.
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Wrong chain selected: Make sure to choose the correct network format before retrying.
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Invalid tag/memo: Please re-obtain the correct tag/memo and initiate the withdrawal again.
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Contract address used: You used a contract address instead of a standard deposit address, which is incorrect. Please obtain a valid wallet deposit address from the receiving party and withdraw again.
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Internal transfer: Transfers within Gate should be done via internal transfer methods (using GateCode, UID, email, or phone number).
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Sent – Awaiting Block Confirmation : This means Gate has already sent the asset. It is now waiting for block confirmation, which is automated and cannot be manually expedited. Please wait patiently.
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Withdrawal Successful / Confirmed on Chain : This status indicates that our platform has successfully sent the withdrawal and the blockchain has confirmed it. If the funds still haven't arrived, you can copy the transaction ID and contact the receiving platform's Customer Support for assistance. Note: In this status, if you selected the wrong address or network, you need to copy the transaction ID or blockchain link and consult the receiving platform's Customer Support for assistance.
Reminder
- Before submitting a withdrawal request, double-check your wallet address, blockchain network, contract address, tag/memo, and relevant information to avoid any errors.
- Ensure you have completed Advanced Identity Verification before withdrawing to keep your assets secure.
- If you've recently modified your security settings, you will need to wait 24 hours before making a withdrawal.
- If your withdrawal status hasn't updated for a long time or seems abnormal, contact Customer Support immediately and provide details such as TXID or Order ID for quick assistance.
- Stay updated via official announcements and security alerts for the latest information on withdrawals, network conditions, and more.
