Frequently Asked Questions on Unsuccessful Withdrawals on Heshket

Introduction

In some cases, a withdrawal request on Heshket may not be completed successfully.
This FAQ article answers the most common questions about unsuccessful withdrawals, explains why they happen, and outlines what actions you can take.

What Is an Unsuccessful Withdrawal?

An unsuccessful withdrawal is a withdrawal request that was not completed and did not result in funds being sent to the blockchain. This may include withdrawals that are:

• Rejected
• Cancelled
• Failed
• Returned to your available balance

When a withdrawal is unsuccessful, your funds usually remain in your Heshket account.

Why Was My Withdrawal Unsuccessful?

1. Insufficient Available Balance

Your withdrawal may fail if:

• Your available balance is lower than the withdrawal amount
• Fees were not accounted for in the total amount
• Part of your balance is locked in open orders or pending operations

Check your available balance before submitting the withdrawal.

2. Security Verification Failed or Expired

Withdrawals require security verification. A withdrawal may fail if:

• The verification code was entered incorrectly
• The verification code expired
• Required security methods (Authenticator app, email, or phone) are not properly set up

Ensure your security settings are active and retry the withdrawal.

3. Incorrect or Missing Address Information

A withdrawal can be unsuccessful if:

• The wallet address format is invalid
• A required Tag or Memo is missing
• The Tag/Memo is entered incorrectly

Always verify whether the selected asset and network require a Tag or Memo before submitting the withdrawal.

4. Network or System Issues

Withdrawals may temporarily fail due to:

• Blockchain network congestion
• Wallet maintenance
• System upgrades or technical issues

In such cases, you may retry the withdrawal later once the issue is resolved.

5. Risk Control or Compliance Review

Some withdrawals may be flagged for additional review due to risk control or compliance checks.

This can happen if:

• Unusual account activity is detected
• Additional verification is required
• The withdrawal triggers internal security rules

During review, the withdrawal may be rejected or temporarily held.

6. Minimum Withdrawal Amount Not Met

Each asset may have a minimum withdrawal amount.
If the withdrawal amount is below the minimum requirement, the request may fail.

Check the minimum withdrawal limit for the selected asset before retrying.

What Happens to My Funds After an Unsuccessful Withdrawal?

• If the withdrawal fails before being broadcast to the blockchain, the funds are usually returned to your available balance.
• No TxID will be generated for unsuccessful withdrawals.
• You can submit a new withdrawal request once the issue is resolved.

How Can I Check the Withdrawal Status?

1. Log in to your Heshket account.
2. Go to Assets → Transaction History → Withdrawals.
3. Locate the withdrawal record and check its status.

Possible statuses may include:

• Failed
• Cancelled
• Rejected
• Processing
• Completed

Only withdrawals with a Completed status are broadcast to the blockchain.

What Should I Do If My Withdrawal Keeps Failing?

If your withdrawal repeatedly fails:

1. Recheck the wallet address, network, and Tag/Memo (if required).
2. Ensure you have sufficient available balance.
3. Confirm that your security settings are correctly configured.
4. Check for any platform announcements regarding maintenance or network issues.
5. Try again later if the issue may be temporary.

When Should I Contact Heshket Support?

Contact Heshket Customer Support if:

• Your withdrawal fails repeatedly without a clear reason
• Funds are not returned to your balance after an unsuccessful withdrawal
• You receive an error message you do not understand
• You suspect a technical or account-related issue

When contacting support, provide:

• Asset and network
• Withdrawal amount
• Time of the attempt
• Error message (if any)

Important Notes

• Unsuccessful withdrawals do not result in on-chain transactions.
• Heshket cannot manually force a withdrawal if system or security checks fail.
• Always verify all withdrawal details before submitting a request.

Need Help?

If you have further questions or need assistance, please contact Heshket Customer Support through the Help Center.