1. My funds are not arriving.
· When a withdrawal is requested, it goes through three key steps: Request, Validation, and Receipt of Funds.
-
· Request: If your withdrawal status says, "Withdrawal completed" or "Block has been confirmed", it means that the transaction has been processed by Gate.MT and has been sent to the blockchain network for validation.
-
· Validation: To track the status of the transaction, you can copy the TXID of the transaction and use it on a blockchain explorer (https://www.blockchain.com/explorer).
-
· Receiving Funds: If the blockchain network indicates that the funds have not yet arrived, it is important to wait patiently for the network to validate the transaction. If the funds have been received but you do not see any records of them, please contact the recipient platform for assistance.
2.How do I check the progress of a coin withdrawal on the blockchain explorer?
· Open the Gate.MT website, scroll down to Markets on the "Coin List", click on “Search” on the “Hot Searches” select “More”.
· Select/search for the coin you want to withdraw, hover to the coin (i) and click to open the coin page. Paste the TXID into the search box.
3.Wrong withdrawal address
· If a withdrawal fails due to an incorrect address being used, the funds will be returned automatically, and the withdrawal record will be marked as "Cancelled."
· If the withdrawal is successful, the funds will be transferred to the recipient's wallet.
| Note: Due to the irreversible nature of blockchain transactions, we cannot assist with retrieving funds once the transaction is completed. In this case, you will need to contact the recipient directly to negotiate a resolution.
4.Common reasons for withdrawal failures
· The following are the four common reasons for withdrawal failures:
-
- · Wrong address
-
- · Wrong address length
-
- · Network delay
· To determine the cause of a failed transaction, you can view transaction failure on the transaction detail page. Verify that the address has been copied in its entirety, that the correct coin has been selected, that there are no unwanted symbols or spaces, and that the Mainnet and Token Contract Address are supported.
· If the issue is not related to the mentioned reasons, the funds will be returned to the sender's account after the withdrawal fails. If the funds have not been returned after 24 hours, please contact customer service by sending an email to support@gatemt.com for assistance.
5.No KYC ID Verification
· Gate.MT requires all users to complete KYC ID Verification in order to comply with the regulations of the cryptocurrency industry, to ensure the safety of users' funds and to reduce risks such as money laundering, blackmail, and other illegal activities. Only after KYC ID Verification is completed, certain operations, such as withdrawal, can be carried out.
6.Account is under Protection
· After making changes to security settings such as KYC ID verification, Google Authenticator, phone number, etc., you will not be able to withdraw funds for a period of 24 hours following the change. This is to ensure the security of your account during this 24-hour protection period.
· If the protection period extends beyond 24 hours, please reach out to customer service by sending an email to support@gatemt.com for assistance.
7.The withdrawn currency is not supported by the recipient’s Platform.
· While Gate.MT can confirm whether the address format is correct, it cannot guarantee that the recipient's platform supports the withdrawn currency. To resolve this issue, it's necessary to communicate with the recipient's platform. If the recipient's platform agrees to return the funds to your Gate.MT account, you can provide them with your Gate.MT deposit code.
· If the recipient's platform agrees to return the funds to the sender address, and it is not possible to transfer them directly to your Gate.MT account, you can request the TXID of the transaction from the recipient's platform. Then you can submit an email for support (support@gatemt.com) to Gate.MT and provide our support agents with the TXID, a record of your communication with the recipient's platform, your Gate.MT account ID, and your deposit code. Our agents will assist you in transferring the funds to your Gate.MT account.
· If the recipient's platform has other solutions that require our assistance, please contact customer service by submitting an email to support@gatemt.com to inform us of the situation.
