1.Funds not arriving
There are 3 key steps a blockchain transaction must go through: request - validation - funds arriving. ① Request: if your withdrawal status says "Withdrawal completed" or "Block has been confirmed", it means the transaction has been processed by Gate.io and is sent to blockchain network for validation. ② Validation: Copy the TXID of the transaction and use it to track the transaction on a blockchain explorer. ③ Funds arriving: If blockchain says that the funds have not arrived, then you need to wait patiently for the network to validate the transaction. If it says the funds have arrived but you do not see any records of the funds arriving, please contact the recipient platform for assistance.
2.How to query the withdrawal progress on the blockchain explorer
Open Gate.io website and go to "Coin List" under "More" on the top navigation bar. Search the coin you want to look up. Open its deion page and click on "Blockchain Explorer". Paste the TXID into the top-right search box.
3.Wrong withdrawal address
① If it is a wrong address that led to the withdrawal failure, the funds will be automatically returned, and the withdrawal record will be tagged as "Cancelled". ② If the withdrawal has been successfully conducted, the funds will be transferred to the recipient's wallet. Due to the irreversibility of blockchain transactions, we cannot help you retrieve the funds once the transaction is finished. You need to contact the recipient for negotiation.
4.Common reasons for withdrawal failures
The following 4 reasons account for most withdrawal failures: ① Wrong address ② Wrong address length ③ User did not fill in a tag or a memo ④ Network delay
How to check: You can view the reason for transaction failure on the transaction detail page. Check if the address is pasted in its entirety if the coin is selected correctly, if there are unwanted symbols or spaces, and if the Mainnet and the Token Contract Address are supported or not.
If not for the reasons mentioned above, the funds will be returned to the sender's account after the withdrawal fails. If the funds are still not returned after 24 hours, please submit a ticket or start a live chat with our customer service agents.
5.No KYC ID Verification
In order to comply with the regulations of the cryptocurrency industry, to ensure the safety of users' funds, and to reduce risks, money laundering, blackmail and other illegal activities, Gate.io requires all users to complete KYC ID Verification. Only after KYC ID Verification is completed, can certain operations including withdrawal can be carried out.
6.Recent fiat currency trading or merchant orders in fiat currency trading
① If there are merchant orders in your fiat currency trading, there must be a certain amount of asset margin preserved in your account. Please check if you have merchant orders. ② Currencies bought in fiat currency trading can only be withdrawn 24 hours after the purchase.
7.Account is under protection
After you make changes to security settings like KYC ID Verification, Google Authenticator, phone number, etc, you cannot withdraw funds within 24 hours after the change. Because your account enters a 24-hour protection period after a security setting is changed. If the protection period exceeds 24 hours, please contact customer service by submitting a ticket or starting a live chat.
8.Forgot to fill in a tag or a memo
When withdrawing currencies like XRP and EOS, users must fill in a tag or a memo. If the tag or memo is blank, the currencies may be withdrawn but will probably not arrive at the recipient's address. In this case, the user must confirm the status of the transaction with the recipient platform.
9.The withdrawn currency is not supported by the recipient platform
Gate.io only confirms whether the address format is correct but cannot guarantee whether the recipient address supports the withdrawn currency. For solutions, you need to communicate with the recipient platform.
If the recipient platform agrees to return the funds back to your account, you can provide them with your Gate.io deposit code. If they only agree to return the funds to the sender address, in which case the funds cannot be transferred directly to your Gate.io account. Please contact the recipient platform to request the TXID of the transaction. Submit a ticket on Gate.io and share with our agents the TXID, the communication record of you and the recipient platform, your Gate.io account ID and your deposit code. Our agents will help you transfer the funds into your Gate.io account.
If the recipient platform has other solutions which require our assistance, please submit a ticket or start a live chat with our customer service agents to inform us of the matter.