Withdrawal troubleshooting on Trakx
"Insufficient balance" error
When you see this error message, you will need to review your available balance.
"Issue with your account" error
This error message is returned when the system detects an issue with your balance. Please submit the withdrawal request again after 1 hour. If you still get the same error, alert us via our Live Chat Support powered by Crisp, or send us an email via [email protected].
"Recent change in security setting" error
Your account is under Cooling Period: Please wait until the Cooling Period is completed, then resubmit the withdrawal request.
The cooling period is due to a series of protocols and enhancements that are designed to protect Trakx clients from potential threats - both external & internal to the safety of client's assets. Cooling periods prohibit users from withdrawing funds right after updating an account security setting.
Consecutive updates in security settings are also restricted. For example, you cannot disable 2FA right after just having your password reset.
Cooling periods will also block withdrawal requests from being approved and processed for 24 hours after any of the above security settings is updated.
My withdrawal request is still pending/processing after 24 hours.
There are two possible causes:
There may be a technical issue with the withdrawal service. Tech team is aware and already working on it. We will attempt to process until you receive the fund. Alert us at [email protected] or contact us through live chat.
Your trading activities have been flagged and require our investigation. Support team will reach out to you regarding the issue.
Withdrawal request is "succeeded" and the fund is already deducted, but there's no hash.
If there's no hash, it means the withdrawal processing is not completed yet. Your withdrawal request is being worked on and will be broadcast to the blockchain within the day if there are no technical issues. Once it is broadcast to the blockchain, you will see a hash.
Generated transaction hash is invalid.
This means there was a technical issue with our withdrawal service.
Let us know right away at [email protected] or through live chat.
Updated on: 31/08/2022