Cold Wallet and Hot Wallet
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What is Cold to Hot Transfer?
As a leading compliant digital asset exchange in the industry, HashKey Global maintains a smaller proportion of assets in its hot wallets to ensure the security of your funds. Therefore, if the amount of digital assets you wish to withdraw exceeds the corresponding balance in the hot wallet, we follow a security process called "cold to hot transfer." This process involves transferring the relevant assets from cold wallet to the hot wallet to fulfill your withdrawal request and ensure the security of your funds.
What to do if withdrawal services are paused?
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What to do if withdrawal service is suspended?
The following are common reasons leading to the suspension of withdrawal service:
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Technical reasons such as a hard fork occurring in specific assets.
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Network upgrades for specific assets.
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System maintenance such as wallet software or hardware upgrades.
If withdrawal service is suspended due to reasons including but not mentioned above, HashKey Global will issue advance notices to inform customers about the details of the suspension. Please check the announcements released by HashKey Global. If you have any questions, feel free to contact our customer service team for assistance.
What to do if withdrawn to the wrong address?
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What to do if withdrawal to the wrong address?
During the withdrawal process, once you complete the security verification and click "Submit," HashKey Global will initiate the withdrawal automatically, and it cannot be stopped. If you have entered the wrong address, due to the anonymity of blockchain addresses, HashKey Global will not be able to locate the recipient of your funds, and therefore cannot provide further assistance. We recommend the following actions:
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If you have mistakenly sent fund to the wrong address and you know the owner of that address, we suggest you directly contact the owner to negotiate the return of your fund.
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If your fund has been sent to the wrong address on another platform, please contact the customer service team of that platform for assistance.
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If you forget to fill in the memo (Tag/Memo) when withdrawing to another platform, please contact the receiving platform and provide the transaction ID (TxID) of the withdrawal from HashKey Global along with relevant information for retrieval.
What to do if there is a withdrawal delay?
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Why haven't I received my digital assets after withdrawing from HashKey Global to a third-party exchange?
1）Incorrect Withdrawal Information:
When withdrawing, it's crucial to verify the currency, address, network, and other withdrawal information as per our requirements. Any errors may result in your assets being permanently lost and irretrievable.
2）Insufficient Corresponding Assets in HashKey Global's Hot Wallet:
To ensure the security of customer assets, HashKey Global maintains a smaller proportion of assets in its hot wallets. If your single withdrawal amount exceeds the corresponding digital assets balance in the hot wallet, Hashkey Global needs to transfer assets from cold wallet to hot wallet before fulfilling your withdrawal request. Please be patient during this process.
3）HashKey Global Has Processed the Withdrawal, but Confirmation Blocks Haven't Reached the Target Requirement:
If the withdrawal information you selected/entered is accurate and HashKey Global shows the withdrawal status as "successful," you'll need to wait until the confirmation blocks of the respective asset reach the specified quantity required by Hashkey Global before the withdrawal can be credited.
4）Other reasons
If your withdrawal assets haven't arrived and you've ruled out the above possible reasons, please contact our customer service and provide relevant information (including asset type, quantity, transaction time, and transaction hash) for our customer support agents to assist you with the processing.
Withdraw to Personal Wallet
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【Video】HSK-ERC20 Sign Message-Withdrawal Guide
These User Guidelines (hereinafter referred to as ''these Guidelines'') may be modified from time
to time for informational purposes only and are not to be considered professional advice.
HashKey Global makes no representations or warranties as to the accuracy or completeness of the contents of these Guidelines, and assumes no liability for loss or damage arising from the omission, insufficiency or inaccuracy of the contents of these Guidelines.
HashKey Global Team
【Video】HSK- Hashkey Chain Sign Message-Withdrawal Guide
These User Guidelines (hereinafter referred to as ''these Guidelines'') may be modified from time to time
for informational purposes only and are not to be considered professional advice.
HashKey Global makes no representations or warranties as to the accuracy or completeness of the contents of these Guidelines, and assumes no liability for loss or damage arising from the omission, insufficiency or inaccuracy of the contents of these Guidelines.
HashKey Global Team
What is the specified amount deposit？
As a compliant licensed exchange, HashKey Global MENA requires clients to verify their ownership of wallet addresses to enhance trading experience. Clients are required to complete a crypto deposit that amount specified by the financial institutions (the deposit usually will be a micro amount). The system will randomly generate a specified deposit amount. After the clients follow the system instructions to complete the specified amount deposit, this deposit will be automatically matched and debited to the client's account, meanwhile the deposit address will be automatically added to your withdrawal address whitelist as well.
HashKey Global Team
What is the whitelist for withdrawal?
The withdrawal wallet address whitelist is a list managed by HashKey Global for handling withdrawal addresses. As a leading compliant digital asset exchange, HashKey Global requires ownership verification for your withdrawal addresses based on relevant policies and considerations for your account security. Once your withdrawal address has been successfully verified, it will be automatically added to the whitelist for digital asset withdrawals. You can also add your withdrawal addresses to the whitelist to expedite future withdrawals.
*Addresses already added to the HashKey Global withdrawal wallet address whitelist do not require re-authentication when making withdrawals.
HashKey Global Team
How do I withdraw digital assets from HashKey Global to my personal wallet?
2.1 Log in to the HashKey Global
2.1.1 After logging into your HashKey Global account, go to the "Assets" located at the upper right corner, then select "Custody Account" -> "Withdraw".
2.2 Add Withdrawal Whitelist for Personal Wallet (Skip this step if already added)
2.2.1 After entering the withdrawal page, select the corresponding asset, network, and address, then Select the address source as "Personal Wallet", click "Manage Whitelist Address", and enter the "Whitelist Management" page;
2.2.2 Click on "Add Whitelist Address," then enter the "Add Withdrawal Whitelist" page.
2.2.3 Select the corresponding asset, network, and verification method, then click "Next."
Currently supports three verification methods:
1) Wallet Connect
2) Signature verification
3) Deposit verification
1) Wallet Connect
This method allows you to connect to your installed personal wallet (such as Metamask) through Wallet Connect, automatically complete the authentication of the wallet address through your personal wallet, and successfully add it to the withdrawal whitelist.
2) Signature verification
This method is that you manually use your wallet private key to sign the message randomly specified by the system, and then paste the result into the system for signature verification, so as to successfully add the withdrawal whitelist.
3) Deposit verification
This method is that after you fill in the "deposit amount" in the system, the system will add a random amount, that is, you need to complete your deposit with the amount finally specified by the system. If the deposit is successful, the deposit source address will be added to the withdrawal whitelist.
*Please note that your deposit source address must be consistent with the withdrawal whitelist address you wish to add, and the withdrawal whitelist address can receive funds normally. This method is only applicable to personal wallets. Do not transfer funds through other exchanges, which will result in failure to successfully join the withdrawal whitelist.
2.2.4 After selecting one of the above verification methods based on your own preference, you will also need to enter the email and SMS verification code, click "Confirm" to complete the submission.
2.2.5 After submission, the system will automatically verify the information. Once the verification is successful, it will display "Added Successfully."
2.3 Withdraw to personal wallet
2.3.1 Enter the withdrawal page, select assets, network, address source and address, fill in the amount, and click "Submit";
2.3.2 After confirming the withdrawal information again, click "Confirm";
2.3.3 Submit the email and SMS verification code, click "Confirm" to submit the withdrawal application;
Withdraw to Third-Party Exchange
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Which exchanges do we currently support withdrawals to?
As a compliant exchange, Hashkey Global currently supports withdrawals to the following exchanges:
- Binance
- OKX
- Bybit
- Bitget
- Hashkey Exchange
- Coinone
- HTX
- Korbit
- LBank
*OKX, Bitget, Coinone, HTX, Korbit and LBank only supports individual users withdrawal
HashKey Global Team
How do I withdraw digital assets from HashKey Global to a third-party exchange？
1.1 Log in to HashKey Global
1.1.1 After logging in to the HashKey Global account, click on the [Assets] page and select [Custody Account] -> [Withdraw].
1.2 Complete the withdraw
1.2.1 Select "Exchange Platform," choose the respective asset and network, enter the correct third-party exchange address, and select the third-party to which the address belongs.
Note: Ensure that the selected asset, network, and the third-party to which the address belongs match the actual information of the third-party exchange address you are inputting.
1.2.2 After entering the withdrawal information, then click "Submit", confirm the withdrawal information again, and click "Confirm";
1.2.3 At this time, the system will verify your name and other key information through a specific compliance platform. If the verification passes, the withdrawal initiation will be successful; if the verification failed, the withdrawal initiation failed. You can change your address, or contact our customer service for help.
