If your withdrawal is taking longer than expected or something seems wrong with the transaction, having the right information ready can help our team investigate the issue more quickly.
What information should I provide?
When contacting customer support about a withdrawal, please provide as much of the following information as you can:
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UID: Your Toobit UID.
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Withdrawal asset and amount: The cryptocurrency you withdrew and the amount.
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Withdrawal time: The approximate time you submitted the withdrawal.
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Withdrawal status: The status currently shown in your withdrawal history.
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Withdrawal address: The address you sent the funds to.
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Withdrawal network: The blockchain network used for the withdrawal.
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TXID: The transaction ID, if one has already been generated.
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Screenshot: A clear screenshot of your withdrawal details, including any error message or unusual status shown on the page.
The more information you provide, the easier it will be for our team to look into the issue. If you see an error message during the withdrawal process, please make sure it is visible in your screenshot, as the next steps may depend on the specific message or withdrawal status shown.
Why do I need to provide this information?
A crypto withdrawal can go through several stages before the funds reach the receiving account:
Processing on Toobit → Sent to the blockchain → Blockchain confirmation → Credited by the receiving platform or wallet
Your withdrawal details help our team see how far the transaction has progressed and identify what may be causing the delay.
If a TXID has already been generated, you can also enter it into the relevant blockchain explorer to check the transaction’s current on-chain status.
What should I do based on my withdrawal status?
Check the status shown in your withdrawal history and follow the steps below:
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Processing: Check your withdrawal details and any messages shown on the page. If the status remains unchanged for an extended period, contact customer support for help.
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TXID generated but funds not received: Enter the TXID into the relevant blockchain explorer to check the transaction. If it has been confirmed on-chain but the funds have not arrived, contact the receiving platform or wallet provider.
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Successful but funds not received: Use the TXID to check whether the transaction has been confirmed on-chain. If it has, contact the receiving platform or wallet provider for further assistance.
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Failed or canceled: Check your withdrawal details for the reason and follow any instructions shown on the page. If you still need help, contact customer support.
Where can I find my withdrawal information?
Go to Assets overview → Withdraw → Recent withdrawal history to find your withdrawal status, receiving address, network, TXID, and other transaction details. If you need help finding this information, see how to check your withdrawal status.
Before contacting customer support, take a screenshot of your withdrawal details so you have the information ready to share. If a TXID is available, you can also enter it into the relevant blockchain explorer to check the transaction’s on-chain status.
FAQ
1. What if my withdrawal does not have a TXID yet?
If your withdrawal is still under review or being processed by Toobit, a TXID may not be available yet. Start by checking the current status in your withdrawal history.
If the status remains unchanged for an extended period, contact customer support and provide your UID, withdrawal amount, approximate withdrawal time, and a screenshot of the withdrawal details.
2. Where can I find my TXID?
Once your withdrawal has been submitted to the blockchain, you can find the TXID in your withdrawal details. Where it appears may vary depending on the cryptocurrency and network.
You can use the TXID to view the transaction's block information and track its progress on-chain.
3. Why is the TXID important?
A TXID is a unique identifier for a blockchain transaction. You can use it to check whether a transaction has been submitted to the blockchain, how many confirmations it has received, and its current on-chain status.
This information can help narrow down whether the issue is related to the withdrawal, the blockchain network, or the receiving platform or wallet.
4. Why haven't I received my funds if the withdrawal shows as successful?
If your withdrawal has been sent successfully and received the required blockchain confirmations, first make sure the withdrawal address and network are correct.
If everything looks correct but the funds still have not appeared in the receiving account, contact the receiving platform or wallet provider and provide your TXID and withdrawal details so they can look into the issue.
5. What should I include in my withdrawal screenshot?
Make sure your screenshot clearly shows the withdrawal details relevant to your issue, including any error messages or unusual status shown on the page.
If the screenshot contains sensitive information that is not relevant to your request, you can cover or redact it before sharing the image.
6. How long will it take to resolve my withdrawal issue?
How long it takes depends on the withdrawal status and the issue involved. The time needed for Toobit to review the withdrawal, blockchain network conditions, and processing by the receiving platform or wallet can all affect the timeline.
Our team will keep you updated based on the circumstances of your case.
7. How can I keep my account information safe?
Never share your account password, SMS verification codes, Google Authenticator codes, or other security credentials with anyone. Our support team will never ask you for this information.
If your withdrawal is taking longer than expected, start by checking its status in your withdrawal history. If you still need help, contact customer support and provide the relevant withdrawal details so our team can look into the issue.
