HedgerX withdrawal not received: what to check
A withdrawal passes three stages: HedgerX sends it, the network confirms it, and the receiver credits it. Find the transaction ID, then see which stage it is stuck in.
The three stages
- HedgerX sends the transfer. A transaction ID (TxID) usually appears within 1 to 60 minutes. That means HedgerX has completed the transfer and sent it to the network.
- The network confirms it. Miners or validators add it to a block. Congestion and the fee paid change how long it takes. Open the explorer link next to the TxID to see the confirmations.
- The receiver credits it. After the network confirms, the assets reach the receiving account once it counts enough confirmations.
If the withdrawal is not moving
A withdrawal can be held back by restrictions as well as by the network. HedgerX lists a minimum amount not reached, funds locked in open orders, a 24-hour security lock after a password, 2FA, email or phone change, a wrong address, the daily limit for your KYC level, maintenance, and risk control. How to withdraw has the full list.
What to send to support
- Your UID and registered email.
- The TxID, the coin and the amount, and the time.
- The withdrawal address and a screenshot of the request and the withdrawal history.
HedgerX contacts are support@hedgerx.com and the ticket system on its website.
Frequently asked questions
The status says Processing.
HedgerX says congestion on the network can delay the transfer. Wait for it to clear.
The status says Completed, but nothing arrived.
Wait until the confirmations reach what the receiving platform requires, then contact the receiving platform with your TxID.
There is no TxID after 6 hours.
Contact HedgerX customer service at once. Attach a screenshot of the withdrawal request from Wallets, Transaction History, Withdrawal.
I forgot the memo on a withdrawal.
Contact the receiving platform's support with the TxID, both addresses, the correct and incorrect memo, the amount and time, and screenshots. If they cannot recover it, ask HedgerX whether it has an alternative.