Start by checking where your withdrawal is.
Check the status
Open Withdraw Funds in your client area. If your request is still listed at the bottom of the page, it hasn't been processed yet:
- Pending or Processing: we process withdrawals Monday to Friday, within 24 hours of your request. A request made late on Friday or at the weekend is processed on the next business day.
- On Hold: we need more information from you. Check your email, including your spam folder, for a message from our support team, and reply to it.
If the request is no longer listed, it has been processed or rejected, and we've emailed you either way.
Processed, but not received
- Bank transfer: it usually arrives the same day, but your bank can take longer at night, at the weekend, on a Japanese public holiday or during bank maintenance. Also check that the bank details you entered match your bankbook exactly. If they were wrong, the bank sends the money back. We return it to your Zentrader account, and you'll need to submit a new request with the correct details. The withdrawal fee isn't refunded in this case.
- Part of it went to your card: part or all of a withdrawal may be refunded to the card you deposited with. Check Transaction History, on the Balance History tab, where it's listed as a card refund with the amount. It can take up to 14 business days to appear on your card statement. See Can I withdraw to my card?
- Crypto: the email includes the TxID, the transfer's ID on the blockchain. The coins arrive once the network confirms the transfer.
- V-Preca: the card details are in the email we sent when the withdrawal was processed. Check your spam folder if you can't find it.
Rejected
The rejection email tells you why. Usually the balance was too low to cover the withdrawal when we processed it. Nothing is taken from your account, and you can submit a new request.
When to contact us
Please contact support if:
- your request has been Pending or Processing for more than 48 hours on business days;
- a bank transfer hasn't arrived by the end of the next business day after our "processed" email;
- a card refund isn't on your card statement after 14 business days;
- a crypto transfer can't be found on the blockchain using its TxID.
Tell us the date, the amount and the method of your withdrawal. If it has been processed, include its Transaction ID, shown on the Balance History tab of Transaction History. For crypto, also include the TxID.
Related: How long do withdrawals take? · How to check or cancel a withdrawal · Can I withdraw to my card? · Can I withdraw in crypto? · How to withdraw with V-Preca