As you hit the “Withdraw” button, HitBTC calculates your transaction hash and sends your transaction to the address you’ve specified. Once our job is done, the rest depends on the network and on the receiving party. Given that your transaction could be located on the blockchain, it is confirmed and there are no errors, it makes sense to contact the receiving party.
Manage your transactions in your Reports - Payment history section. Here are some troubleshooting tips:
- There’s no transaction hash, transaction is pending.
Transaction hash should appear almost instantly after you initiate and confirm your withdrawal. In the unlikely event of its absence after a few minutes it makes sense to report this issue to our support team. They will be glad to provide you with help, although usually those cases don’t require any.
- Transaction hash couldn’t be located on the blockchain.
Some block explorers won’t show you unconfirmed transactions. Kindly wait a few minutes more, it should appear there. Usually this kind of issue arises as the peaks of the network load.
- There’s some kind of an error in the blockchain.
Please contact our support team and provide them with your transaction hash. They will look into it and solve the issue. Basically, the most common error is “Out of gas”, which might happen as you’re trying to withdraw ETH to a contract wallet. HitBTC doesn’t support sending ETH to contracts. Here's how this issue looks like in the Etherscan explorer.
In that case kindly contact our support team. We will be glad to return your coins to you rapidly.