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Withdrawal pending, delayed, stuck or not arrived

Withdrawals

What it is

A withdrawal passes through several platform steps and then the blockchain. It can look delayed while it waits in one of those steps, or it can be finished on our side but not yet visible in the receiving wallet. Use this checklist before contacting Support.

Step 1 - Find the withdrawal and read its status

  1. Open Transaction History and the Withdrawals tab. Search by coin, address or TxID, and press Refresh.
  2. Read the Status and see Withdrawal statuses.
    • Created, Validating, Cooling, Checking, Under Review, Approved, Time Lock, Signing, Signed, Broadcasting, Broadcasted: still being processed by the platform. Wait.
    • Confirming / Confirmed: on the blockchain, waiting for confirmations. Check the TxID on the explorer.
    • Completed: finished on our side. Go to Step 3.
    • Cancelled / Failed: not sent. Check your Funding wallet balance and contact Support if the status or balance is unclear.
    • Stuck: contact Support.
  3. If there is no row at all: you saw "Withdrawal Failed" or the submit never completed. A withdrawal appears only after "Withdrawal Submitted" and after Security Verification (if asked). Try again after checking the form messages: Withdrawal errors.

Step 2 - Is a security restriction involved?

Changing your password, 2FA, fund password, email or phone, or adding a new whitelist address can start a cooldown during which withdrawals are restricted; a very new whitelist address is also unusable until it activates. See Withdrawal security verification and cooldown and Withdrawal whitelist.

Step 3 - Completed but "not arrived"

  • Click the TxID in the withdrawal row to open the block explorer. If the explorer shows the transfer as confirmed to your address, BYNAI's part is finished.
  • Check that the receiving platform supports the network you chose, and that it credits deposits on that network. Each platform has its own confirmation count.
  • If the destination requires a memo/tag and you left it out or typed it wrongly, the receiving platform may not credit it. Contact that platform with your TxID.
  • If the address was wrong, the funds went to that address. The app says "Transactions cannot be reversed once confirmed." and does not offer a way to recall them.
  • If the network was wrong, the receiving wallet may not see the transfer. The app does not describe a recovery process; contact the receiving platform and Support.

Cancelling a withdrawal

The app has no Cancel button for withdrawals. After you press Confirm Withdrawal you cannot cancel it yourself. If you need to stop one, contact Support at once with the withdrawal details; the app does not promise that a withdrawal can be stopped, and whether it can depends on its status.

Wrong address

Blockchain transfers cannot be reversed. Check the address on the explorer and contact Support with the details below. No recovery is promised.

Messages in the support chat

The support chat offers a suggested question "Crypto withdrawal not arrived". You can also open the Help Center or email [email protected].

What to send to Support

  • Coin and network; amount typed and the fee shown
  • Destination address and memo/tag (if any)
  • Time submitted and the Status text now
  • TxID and explorer link if available
  • Name of the receiving wallet or exchange
  • Screenshots of the Withdrawals row and, if relevant, the error message

FAQ

How long does a withdrawal take? The app does not give a fixed time. Watch the status; each step is shown.

Why is it stuck on Under Review / Cooling / Time Lock? These are platform steps. The app does not show reasons or durations.

Will my funds come back if it fails? The app does not state this. Check your Funding balance and contact Support.

Safety reminder

Never share your password, 2FA code, backup codes, seed phrase or private key. Beware of people who offer to speed up or recover your withdrawal for a fee or ask for codes.

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