If you are experiencing problems with withdrawals, please check the corresponding withdrawal records at the bottom of the [Withdrawal History] column under the [Withdraw Coin] page.
If the withdrawal status shows “Pending”, please wait for the platform to transfer the coins for you.
If the withdrawal status shows “Failed”, please check if:
- There is any error in your coin information;
- The frozen currency has returned to your available assets;
- You have returned the available assets.
If the currency is still frozen and cannot be undone, please submit a ticket and attach a screenshot of the asset that has been frozen and the status of the virtual currency. We will assist you in handling this matter.
- If the withdrawal status shows “Success”, it means that LongEx.io has already received and transferred the coins to your account. You can use your withdrawal address to check the transaction hash (TxID) on the corresponding blockchain explorer. Normally, the generation of a transaction hash (TxID) indicates that your coin in the LongEx.io has begun to transmit on the corresponding blockchain.
When you see the TxID, you will be able to check its status and acknowledgement number on the blockchain.
Here are the steps to follow when checking for confirmation:
If the blockchain shows that the transaction has not been confirmed, please be patient and wait for the confirmation process to complete.
If the blockchain proves that the transaction has been confirmed, it means LongEx.io has successfully transferred the coins and we will not be able to help you. If the problem persists, please consult with the recipient of the coin.
If the TxID has not been generated for 6 hours, please submit a ticket with a screenshot of the history of the coin transaction for this transaction to us.
We will do our best to solve it as soon as possible. In addition, priority would be low if tickets are submitted without the above screenshots.