First, take a look at the status of your withdrawal on HitBTC. There are three options you can see:
- Three yellow dots (Pending); - please allow some time for the withdrawal to be processed and a transaction hash to be formed. If it takes longer than a couple of minutes, please follow this link: My withdrawal remains pending.
- Green "V" (Commited). - your withdrawal has been commited and sent to the blockchain. You will receive your coins in the near future.
- Red "X" (Failed); - your withdrawal has failed due to one of the two main reasons: either the payment data is incorrect or the network has been overloaded. The funds returned to your account and you are free to try to withdraw them once again. Should the problem persist, please fill out the form: I haven't received my withdrawal.
In case you have not received your funds on the destination account, please check the status of transaction on blockchain explorer. You can follow the link by clicking the transaction hash you see on your Payment History page. If the transaction status is "Success" in blockchain with no errors, it means that our job is done, we are no longer able to control the transaction and the funds should be reflected on the account to which you sent them. In case they are not, it would be a great idea to contact the Receiving party support team on this matter.
What if there is an error?
The most common error is “Out of gas”, which might happen when you’re trying to withdraw ETH to a contract wallet. Sending ETH to contracts is not supported on HitBTC. Here's how this issue looks like in the Etherscan explorer.
In case you see any kind of error in blockchain explorer, please fill out the form to contact us: I haven't received my withdrawal. We would be glad to return your funds.