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Crypto Withdrawals - General Information
Crypto Withdrawals - General Information

Information about crypto withdrawal process

Ezra avatar
Written by Ezra
Updated over a week ago

A withdrawal from the App is a transaction of transferring crypto from the environment to an external address (usually a wallet or an exchange). As all blockchain transactions - and contrary to sending crypto to another App user - come with a fee.

You can find the relevant withdrawal fee in the Fees & Limits section of the Settings in your App.

Automated Withdrawals

All Users’ deposits are held in cold storage, for security reasons, however, withdrawal requests - for all cryptos - are automated.

In most cases, withdrawals are almost instant and normally should take no longer than 2-3 hours to be processed.

Note: Withdrawals will be sent from an address that differs from your crypto's deposit address.


2FA will be required for both addresses whitelisting and initiating crypto withdrawals if you are using an Untrusted Device.

To safeguard your funds, you are recommended to enable the 24-hour withdrawal lock, which protects your account by disabling withdrawals for 24 hours to addresses that have been newly whitelisted.

Please note that you will not be eligible for the Account Protection Programme (if applicable) while this feature is disabled.

To enable the 24-hour Withdrawal Lock:

1. Open the Menu and go to “Settings”

2. Click “24-hour Withdrawal Lock” under the “Security” tab

3. Toggle on the 24-Hour Withdrawal Lock

To disable the 24-hour Withdrawal Lock:

1. Open the Menu and go to “Settings”

2. Click “24-hour Withdrawal Lock” under the “Security” tab

3. Toggle off the 24-Hour Withdrawal Lock

4. Click “Disable” to confirm your decision

5. Enter your passcode or confirm using a biometric ID.

Important: Disabling the Lock will take effect in 24 hours.

Address whitelisting

To increase the security of your funds, we are requiring withdrawal address whitelisting every time you want to send crypto to a new address.

*Please note there will be a 24-hour withdrawal lock on the newly added withdrawal address if the feature is enabled.

*Please be advised that when the network you are using for withdrawing or the token is different, whitelisting is mandatory.

To whitelist a withdrawal address:

  1. Open the App and go to "Accounts"

  2. Open your Crypto Wallet

  3. Tap the TRANSFER button > “Withdraw” > “External Wallet

  4. Click on the "+ Add Wallet Address" button to add a new withdrawal address. If you already have one or more added, click the "+" in the upper right corner and tap "Wallet Address" to see the option appear.

  5. Select the cryptocurrency you wish to withdraw and the network you wish to use

  6. Type, paste or scan the withdrawal address (tap the blue QR code icon to scan the address)

  7. Give your wallet a name and hit CONTINUE

  8. Enter the mobile verification code

  9. You'll be prompted to enter the 6-digit verification code generated by your authenticator app (if you are using an Untrusted Device)

  10. Enter the 2FA authentication code generated by your authenticator app

  11. Repeat the previous steps to save a whitelisted list of your withdrawal addresses

When entering the withdrawal address, remember to remove any whitespace before or after the string of characters, or any other text that is not a part of the address (sometimes when you scan a QR code, it will add something like “ethereum:” if you try saving it, you will get an error message “Invalid Address”).

Please see other sections for common issues associated with specific cryptos.

To make a withdrawal:

  1. Open the App and go to "Accounts"

  2. Open your Crypto Wallet

  3. Press the "Transfer" button

  4. Press "Withdrawal"

  5. Select "External wallet"

  6. Locate and select the whitelisted wallet address.

  7. Enter your passcode or confirm using biometric ID.

  8. Enter the 2FA authentication code generated by your authenticator app. (if you are using an Untrusted Device)

  9. Enter the mobile verification code.

  10. Enter the amount and press "Withdraw"

  11. Wait for the withdrawal to be processed.

How To Locate the Transaction ID (TxHash/TxID)?

1. Tap on the transaction in the respective Crypto Wallet or in the Transaction History

2. Tap on the ‘Withdraw to’ address hyperlink

3. You can either copy the TxHash or view the transaction in a Blockchain Explorer

Withdrawal request confirmation

Once your withdrawal address is confirmed, you will receive a withdrawal request confirmation email - that means we have acknowledged receiving your request and will process it as soon as we can (usually instant, but should take no longer than 2-3 hours to be processed). You will receive a separate notification, once the request is processed.


If you receive an email for an action you did not request (address whitelisting or crypto withdrawal), please contact our Support immediately (for speed, use the in-app chat, if possible - you can find it in the Menu, section: Customer Support). Our Staff will help you to disable crypto transactions (if necessary), attempt to stop the withdrawal request, and change the passcode (we will need to verify your identity to do that).

As it is possible that your account has been compromised, you may want to change your login email at the same time (click on Profile, then tap the email address). You will need to have access to your current email address to complete this action.

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