Problems and solutions

My ETH deposit was not credited

If you deposited ETH, or any ERC20 token and there is no deposit credited with in 20 confirmations or 20 minutes, please open a ticket with our helpdesk and provide the transaction id in text format so they can copy and paste it into https://etherscan.io/ .

Withdrawal says "Transaction failed"

If you submitted a withdrawal and it was then approved but you never received it and received a "Transaction Failed" email the next day, the funds will be placed back into your wallet and you may send the request again.
Transactions can fail sometimes when :
  • The address provided is incompatible with the coin you are withdrawing
  • XBTFX staff mistakenly approved a transaction when there was inadequate funds inside our hot wallet.
  • Invalid GAS amounts set by our system