Why was my withdrawal cancelled?

A withdrawal shows Cancelled when it was stopped before it was sent. There are three ways this happens:

• you cancelled it in the portal
• our payments team cancelled it at your request
• it was cancelled automatically because we were waiting for your reply

The money never left your wallet, and you can make a new withdrawal request.

What Cancelled means

Cancelled means the withdrawal stopped before it was completed. No crypto was sent to your wallet address.

A withdrawal that has already been sent cannot be cancelled by anyone. So if your withdrawal shows Cancelled, nothing was sent for it.

Cancelled is not the same as Rejected. Rejected means our payments team reviewed the withdrawal and did not approve it. See Why was my withdrawal rejected?

Ways a withdrawal ends up Cancelled

• You cancelled it yourself. You can cancel a pending withdrawal in the portal. You open it from History, select Cancel withdrawal and confirm in the dialog "Cancel this withdrawal?". If you did this, the withdrawal's page shows "You cancelled it" under the status. This can also happen by mistake, for example if you chose Cancel withdrawal instead of Keep it in the dialog.
• Our payments team cancelled it at your request. If you asked us by live chat or email to cancel a withdrawal, our payments team cancels it for you.
• It was cancelled automatically while we waited for your reply. Sometimes we email you about a pending withdrawal and need your reply before we can process it. If we do not receive your reply, the pending withdrawal is cancelled automatically after 72 hours.

To check which one applies to you:

1. Sign in at app.jafx.com.
2. Open History and select the withdrawal.
3. Look under the status for a reason.
4. Check your registered email address for a message from support@jafx.com about the withdrawal.

See Where to find your withdrawal history, status and transaction ID.

Your money stays in your wallet

Your wallet balance does not change while a withdrawal is pending: the money leaves your wallet only when a withdrawal is sent. So when a withdrawal is cancelled, the money is still in the wallet you withdrew from. You do not need to do anything.

Your money stays in that wallet. To trade with it, move it to a trading account. See How to transfer funds between your wallet and trading accounts.

If History still shows Pending

After a cancellation, our records can take a while to update. During that time the withdrawal's page shows this notice:

"This withdrawal was cancelled, but your transaction history still lists it as Pending: our records haven't been updated yet."

If you see this notice:

1. Check the balance of the wallet you withdrew from.
2. If it is lower than before you requested the withdrawal, contact us with the transaction ID.

Requesting it again

If you still want the money, make a new request:

1. Go to Withdraw.
2. Under From wallet, choose the wallet the money went back to.
3. Under Coin or network, choose the coin and the network you want to receive.
4. Paste your own wallet address into Wallet address. Use an address on the same network and for the same coin you chose.
5. Enter the amount and select Request withdrawal.

Before you submit, check Withdrawal history on the same page so you do not request the same withdrawal twice.

A cancelled withdrawal does not count towards the daily limit of $4,000 for unverified accounts.

If your earlier withdrawal was cancelled while we were waiting for your reply, answer our email as well. We may still need that information.

Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed. For the full steps, see Withdrawals: how to withdraw, limits, fees and timeframes.

Contact us

If you cannot tell why your withdrawal was cancelled, or your wallet balance is lower than before you requested the withdrawal, contact us:

• Live chat: sign in at app.jafx.com and select Chat. You talk to a real person.
• Email: write to support@jafx.com from your registered email address.

Include the transaction ID. We never ask for your password, your 2FA code or a one-time code.

We are available 24/7 via live chat or email.