When you withdraw assets from MyDex to an external address or another trading platform, the process usually goes through three stages:
Sent from MyDex → Confirmed on the blockchain → Credited by the receiving platform
If MyDex shows that the withdrawal has been sent but the receiving side has not credited the assets, this is usually related to delayed blockchain confirmations or incorrect withdrawal details. This article explains the common causes and how to resolve them.
Common Causes and Solutions
1️⃣ Delayed Blockchain Confirmations
After a withdrawal is submitted on-chain, a transaction hash (TxID / Hash) is generated. The transaction must then be confirmed by miners or validator nodes on the blockchain. Before the required number of confirmations is reached, the assets may not be credited by the receiving platform. You can:
➤ Check the transaction status: Copy the transaction hash (TxID / Hash) and look it up on a blockchain explorer such as Etherscan or BscScan.
➤ Wait for confirmations: If the transaction is still Pending or has not reached the required number of confirmations, please wait until it is fully confirmed.
➤ Contact the receiving platform: If the transaction is already confirmed on-chain but the assets have not been credited, contact the receiving platform’s customer support and provide the transaction hash (TxID / Hash).
2️⃣ Withdrawal Errors
If incorrect information is entered during withdrawal, the assets may not reach the intended destination. Since blockchain transactions are usually irreversible, the handling method depends on the type of error.
Scenario 1: Sent to the Wrong Address
➤ Known address owner: If the address belongs to someone you know or a specific platform, please contact them directly.
➤ Unknown address owner: Blockchain addresses are generally not linked to real-world identities. In this case, recovery is usually difficult.
➤ Address belongs to a platform: If the address belongs to a trading platform or wallet provider, contact their official customer support as soon as possible.
Scenario 2: Wrong Network Selected
➤ Sent to a trading platform: If the address is correct but the wrong network was selected (for example, the platform supports Ethereum but TRON was used), contact the receiving platform immediately to check whether recovery is possible.
➤ Sent to a personal wallet: Check whether the wallet supports assets on the selected network or allows manual import. If necessary, contact the wallet provider for assistance.
Scenario 3: Missing or Incorrect Memo / Tag
Some tokens, such as XRP and EOS, require a Memo / Tag when withdrawing to a trading platform.
If the Memo / Tag is missing or incorrect, please contact the receiving platform’s customer support and provide:
➤ Transaction hash (TxID / Hash)
➤ Relevant account information
to request manual assistance.
❗ Important Notes
To help protect your assets, please keep the following in mind:
➤ Transactions are usually irreversible
Once a withdrawal is submitted on-chain, it generally cannot be stopped or reversed. MyDex cannot modify transaction details after submission.
➤ Platform assistance is limited
Due to the decentralized and anonymous nature of blockchain transactions, MyDex can provide only limited assistance in cases such as incorrect address or network selection. In most cases, you will need to contact the receiving platform or the address owner.
➤ Always verify information before withdrawing
Withdrawal address: Use copy and paste, then double-check the address.
Withdrawal network: Make sure it exactly matches the network supported by the receiving side.
Memo / Tag: If required, ensure it is entered correctly.
Risk Disclaimer
The cryptocurrency market involves substantial risk. Please make sure you understand the risks and only invest in products you are familiar with. Before investing, carefully consider your investment experience, financial situation, investment objectives, and risk tolerance, and consult an independent professional advisor if necessary. The information displayed on this page is for reference only and should not be regarded as investment advice. Past performance is not indicative of future results. Be aware that the market value of investment products and potential returns can fluctuate significantly, and there is a risk of losing your invested capital. You are solely responsible for your own investment decisions, and MyDex shall not be liable for any investment losses that may occur.
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