1. Common Reasons and Solutions

1. Withdrawal Request Under Processing

When there is a high volume of withdrawal requests, the system processes them in the order they were submitted. Please be patient.

What to do: 

• • Check the withdrawal status in the withdrawal details section. 
  • If the status shows [Processing], it means the platform is handling your request. Once completed, the status will update to [Completed].
  • If it remains unchanged for an extended period, please contact customer support.

2. Pending Network Confirmation

Blockchain withdrawals require a certain number of confirmations before they are considered completed and reflected in the recipient wallet. (e.g., Bitcoin may require multiple confirmations depending on network rules.

What to do: 

• • Use the transaction ID (TxID) provided in your withdrawal Details to track the confirmation status on a blockchain explorer (e.g., Etherscan for Ethereum).

3.  Blockchain Network Congestion

High network traffic can slow down the processing of transactions on the blockchain. This often occurs during periods of high trading activity or market volatility.

What to do: 

• • Check the current status of the blockchain network to determine if congestion is causing delays. Unfortunately, delays due to network traffic are beyond LBank’s control.

1. 4. Incorrect Address or Network Selection

Your withdrawal may fail to arrive if the recipient wallet address is entered incorrectly or if you select the wrong withdrawal network.

What to do:

• • Verify Details: Double-check that the recipient wallet address is accurate and supports the cryptocurrency being withdrawn.
  • Track the Transaction: If the withdrawal has been processed, use the TxID (Transaction ID) to track the transaction on the blockchain explorer.
  • Contact Recipient Wallet Provider: If the transaction is confirmed on the blockchain but the funds are not reflected in the recipient wallet, contact their support team with the TxID for assistance.

1. 5. Incorrect or missing Memo/Tag 

Certain coins (e.g., XRP, TON) require a memo/tag.  if you enter an incorrect/missing or tag/memo/comment, it could lead to withdrawal failure. 

What to do:

• • Check if a Memo/Tag is required by the receiving platform.
  • If you entered the wrong Memo/Tag, contact the receiving platform for help in retrieving the funds.

6. Technical Maintenance or Downtime

Temporary maintenance on the exchange or blockchain network may cause withdrawal delays.

What to do:

• • Check official announcements or blockchain network status updates.
  • Wait until maintenance is complete before retrying the withdrawal.

7. Issues with the Receiving Wallet

Technical issues, wallet synchronization delays, or the wallet not supporting the token can prevent the funds from showing up.

What to do:

• • Contact your wallet provider with the TxID for assistance.
  • Ensure that your wallet supports the token and network used for the withdrawal.

2. Self-Troubleshooting Guide

1. Overview of the Exchange Withdrawal Process

A standard withdrawal consists of three key steps:

• • Submit the withdrawal request on LBank.
  • Blockchain network confirmation of the transaction.
  • Funds credited to the recipient wallet or exchange.

2. Self-Check Steps

Step 1: Check Withdrawal Status

• • App Version:

• • • Log in to your account and go to [Assets] → [Withdraw].
    • Click the [Withdrawal History] icon in the top-right corner.
    • Locate the withdrawal transaction to check its real-time status.

• Web Version:

• Click [Asset Overview], then click [Withdraw].
• Scroll down to [All Withdrawal Records], locate the transaction, and check the Status column.

Step 2: Track the Transaction on the Blockchain

• Copy the TxID from your withdrawal record.
• Paste it into the relevant blockchain explorer to check its status.

• • If [Unconfirmed], the transaction is still being processed—please wait.
  • If [Confirmed]/[Success], the blockchain has processed the transaction, and the funds should have been credited.

Step 3: Contact the Receiving Wallet Provider

•  If the withdrawal is marked as Completed and confirmed on the blockchain but the funds are not reflected in the recipient wallet, contact the recipient wallet provider. Share the TxID with them to help locate the transaction. They can assist with delays or synchronization issues on their platform.

Step 4: Contact Lbank Support (If Necessary)

•  If the withdrawal remains in the Pending status or there are other issues preventing processing, contact LBank Support.

Provide the following details for faster resolution:

• • Transaction ID (TxID).
  • Recipient wallet address.
  • Screenshots of your Withdrawal History.

Reminders:

• Always double-check your withdrawal details, including address, network, and Memo/Tag (if applicable).
• For first-time withdrawals to a new address, it is recommended to test with a small amount first.
• If you entered the wrong network or address or are unsure how to check transaction progress on a blockchain explorer, please refer to:

https://support.lbank.com/hc/en-gb/sections/21295246909209-Deposit-and-Withdrawal