# FAQ

### Deposit

<details>

<summary>Why is my deposit not credited even when all information is correct?</summary>

When you deposit assets to FinChain, if the receiving address, deposit network, and contract address are all correct, and the block record exists, but the funds haven't arrived, this may be due to the following reasons:

#### 1. There's a delay in syncing the blockchain to the platform:

For the token you deposited, there may be a delay in syncing from the blockchain to the platform’s wallet, which can result in the deposit not being credited and not showing up in your assets. We recommend contacting customer support directly to check the specific reason.

#### 2. The deposit network for this token is currently closed:

For some tokens, the network may temporarily suspend deposits, which can prevent the deposit from being credited. In such cases, the asset will not display in your platform account. Rest assured, assets that have already been recorded on the blockchain will not be lost. Once the network reopens for deposits, the platform will process it promptly. You can refer to the deposit page for the estimated recovery time and check back later.

</details>

<details>

<summary>Why is there a minimum deposit amount for each asset?</summary>

The minimum deposit amount is set to ensure the financial efficiency and effectiveness of each transaction, avoiding management costs and fee wastage from small deposits.

#### 1. Transaction efficiency:

The platform sets a minimum deposit amount to ensure that each deposit has a certain financial value, preventing increased management costs due to small deposits.

#### 2. On-chain deposit logic:

Our platform is a centralized exchange, so when you deposit funds to your account address, they will only be credited once it meets the required aggregation conditions. If the amount is too small, the funds cannot be aggregated because the address balance may not be sufficient to cover the miner fees for an on-chain transfer.

#### 3. System management:

The minimum deposit amount helps the platform manage asset flows better and prevents system strain caused by small deposits.

{% hint style="warning" %}
Note: please confirm the minimum deposit amount before making a deposit to ensure smooth transactions.
{% endhint %}

</details>

<details>

<summary>Why is my deposit/withdrawal suspended?</summary>

A deposit/withdrawal suspension can be caused by a variety of factors, such as a mainnet upgrade, wallet maintenance/upgrade, or a hard fork. The timeline for resuming service will depend on the situation, so please be patient or contact the project team for assistance. Below are some of the common reasons for a deposit/withdrawal suspension:

#### 1. Wallet maintenance/upgrade <a href="#wallet-maintenanceupgrade-depositwithdrawal-suspension" id="wallet-maintenanceupgrade-depositwithdrawal-suspension"></a>

For wallet maintenance/upgrades, we'll state the resume time for their own wallet. For third party wallets, we'll stay in close contact and resume service as soon as the upgrade is complete.

* **Why does a wallet need maintenance/upgrade?** Upgrading and maintaining a wallet is essential in order to provide better service and asset security to our users. Upgrades introduce new features and optimise existing ones, while maintenance involves fixing technical bugs and conducting asset audits.
* **If I encounter this situation, what should I do?** It's recommended that you pay close attention to our latest announcement for updates on the status of wallet maintenance/upgrades, so you can stay informed and resume operations as soon as possible.

#### 2. Blockchain mainnet upgrade/maintenance/Token migration  <a href="#blockchain-mainnet-upgrademaintenancetoken-migration-depositwithdrawal-suspension" id="blockchain-mainnet-upgrademaintenancetoken-migration-depositwithdrawal-suspension"></a>

The official announcement from the project team is the main source of information regarding the completion time of a blockchain mainnet upgrade/maintenance.

* **What's a mainnet?** Mainnet is a fully deployed and operational blockchain network, in contrast to a test net. This public blockchain infrastructure requires a consensus among the community before a transaction can be executed. When the mainnet goes live, the infrastructure is accessible to developers everywhere to use and build on.
* **What's a mainnet upgrade?** Mainnet upgrade is necessary, in order to facilitate a project's development. This upgrade will bring about advantages such as increased processing power, reduced gas fees, and improved network performance. Additionally, any existing technical bugs will be resolved with maintenance.
* **If I encounter this situation, what should I do?** We'll be keeping a close eye on the upgrade/maintenance process. Upon completion, we'll resume our service immediately. Please stay tuned to our announcements for the most up-to-date status reports.

#### 3. Mainnet migration <a href="#mainnet-migration-depositwithdrawal-suspension" id="mainnet-migration-depositwithdrawal-suspension"></a>

The project team takes care of mainnet migration. Once it's completed, there will be an announcement on the website that you can refer to.

* **What's a mainnet migration?** Many blockchain projects select an existing public blockchain to reside on while they are in incubation, such as issuing an ERC20 token with Ethereum smart contract. These projects will then migrate to their native mainnet when it's ready.
* **Why do projects need to migrate?** A successful mainnet launch is essential for a project to mature and allow developers to use and build upon it. This process often involves a token swap, whereby the old tokens are exchanged for the new ones and burned. Consequently, mainnet migration is a high priority for most projects.
* **If I encounter this situation, what should I do?** We'll be keeping a close eye on the upgrade/maintenance process. Upon completion, we'll resume our service immediately. Please stay tuned to our announcements for the most up-to-date status reports.

#### 4. Hard fork <a href="#hard-fork-depositwithdrawal-suspension" id="hard-fork-depositwithdrawal-suspension"></a>

A hard fork is a disputed blockchain upgrade that must be completed before service can resume. Once the hard fork is complete, we'll start up again without delay.

* **What's forking?** A fork in a blockchain occurs when the community disagrees over an upgrade, resulting in the original blockchain splitting into two. Depending on the compatibility of the new chain to the old one, there are two types of forks: soft and hard. A soft fork is a blockchain fork in which the newly forked blockchain is compatible with the old one. In this case, the old nodes are still able to process blocks mined by the new nodes, even though the blockchain code has changed as a result of the upgrade. With a soft fork, nodes can still operate on the same chain, even if they don't verify or process certain blocks. A hard fork occurs when a newly forked chain is not compatible with the old one, meaning that old nodes will refuse to process blocks generated by the new chain. Blocks that do not adhere to the original protocol will be ignored, and miners will always verify the last block according to the old protocol before mining a new block.
* **If I encounter this situation, what should I do?** It's recommended that you pay close attention to our latest announcement for updates on the status of hard fork, so you can stay informed and resume operations as soon as possible.

### 5. Specific crypto/token is delisted <a href="#specific-cryptocurrency-is-delisted" id="specific-cryptocurrency-is-delisted"></a>

We're committed to safeguarding users' interests and maintaining the longevity of the industry. As such, we will regularly conduct thorough audits on project teams, operations, token transactions, and technology. Any tokens/crypto that fail to meet our standards will be delisted, and deposits will be disabled.

* If I encounter this situation, what should I do? If you have crypto that has been delisted from our platform in your account, we recommend you to withdraw it as soon as possible since it's no longer tradable on our platform.

### 6. Issues occur from the project side <a href="#issues-occur-from-the-project-side-depositwithdrawal-suspension" id="issues-occur-from-the-project-side-depositwithdrawal-suspension"></a>

The project team has discovered a technical bug, operational difficulty, and security issue, resulting in the suspension of deposit/withdrawal services. As this issue is caused by a third-party, the exact resume time is unpredictable.

* **If I encounter this situation, what should I do?** It's recommended that you pay close attention to our latest announcement for updates on the status and service resume, so you can stay informed and resume operations as soon as possible. You can also reach out to the project's support team if you need further assistance.

</details>

<details>

<summary>How can I track the status of my deposit?</summary>

You can view the progress of your deposited assets in "**Assets - Records**". For deposited assets to be credited to your account, not only does the network require block confirmation, but the platform also needs to reach a certain number of confirmations before the deposit is complete. Please wait patiently.

</details>

<details>

<summary>Why is my deposit locked?</summary>

#### Deposit locked due to Travel Rule additional verification <a href="#id-2-deposit-locked-due-to-travel-rule-additional-verification" id="id-2-deposit-locked-due-to-travel-rule-additional-verification"></a>

If you're in regulated regions, your crypto transactions are subjected to the Travel Rule as per local laws, which you may require supplementary information for it to be unlocked.

You should obtain the legal name of the sender and ask whether they are sending from an exchange or private wallet address. Additional information such as, but not limited to, country of residence may also be required.

Depending on your local law and regulations, your transaction may remain locked until you provide the information required of the person who sent you the fund.

</details>

### Withdrawal

<details>

<summary>Why can’t I withdraw assets?</summary>

#### 1. Account suspended

When your account is temporarily or permanently restricted for risk control reasons, we will suspend your withdrawal function. Please pay attention to emails or in-app messages we send you, and contact our customer support team promptly for further assistance.

#### 2. Deposit confirmations not completed / Status not updated <a href="#deposit-confirmations-not-completed--status-not-updated" id="deposit-confirmations-not-completed--status-not-updated"></a>

**(1) Historical deposit status stuck at “Deposit successful”.**

If a previous deposit status hasn't updated, withdrawals of the same asset amount may be unavailable. Other account functions aren't affected. This can occur due to technical maintenance or system updates. Contact us for assistance.

**(2) Latest deposit hasn't met withdrawal confirmation requirements.**

The deposit page shows:

* Confirmations required for arrival
* Confirmations required for withdrawal unlock

#### 3. Unable to receive verification codes / Authentication failed <a href="#unable-to-receive-verification-codes--authentication-failed" id="unable-to-receive-verification-codes--authentication-failed"></a>

**(1) Frequent authentication**

Avoid repeatedly requesting verification codes in a short period. Frequent attempts may block code delivery. We recommend waiting 30 minutes to 1 hour before trying again.

**(2) Unable to receive email verification codes**

Try the following:

* Check your spam or trash folder
* Add the following email addresses to your allow list and try again: <support@finchain.global>

**(3) Authentication fails**

See [how to remove or reset your authenticator](/finchain-docs/en/safety/authenticator.md).

</details>

<details>

<summary>Why hasn't my withdrawal arrived in the account?</summary>

The withdrawal process typically goes through the following four stages:

**Withdrawal Application > Processing > In Progress > Sent**

#### 1. Application and processing

When your withdrawal details page displays "Processing," it means the withdrawal has not yet been completed. This process usually takes a few minutes. If it takes longer, it may be due to a large number of withdrawal requests. The system will process withdrawals one by one according to the submission time of each request. Please be patient.

#### 2. Transaction broadcast

When your withdrawal details page displays "transaction broadcast," it means the funds are already on the blockchain and need to be confirmed by miners and reach a certain number of block confirmations. This process depends on factors such as transaction fees and network congestion, and the time is not fixed. We suggest you wait patiently. Once a transaction is broadcast to the blockchain, it cannot be reversed or canceled.

#### 3. Sent

When your withdrawal details page shows "Sent", it means that the funds have been successfully transferred and have reached the receiving address.

</details>

<details>

<summary>What should I do if the other platform didn't receive my withdrawal?</summary>

When you withdraw funds from our platform to another platform, the withdrawal goes through three stages:\
\
**Our platform sends out funds > Block miners confirm > Funds credited to the other platform.**

If our platform shows that the withdrawal has been transferred out, but the other platform indicates that it hasn't arrived, these might be the reasons and how you should deal with it:

* **Block not confirmed, please be patient:**\
  After the digital asset withdrawal is recorded on the blockchain, we recommend providing the hash value to the receiving platform for tracking.
* **Block confirmation complete, please contact the other platform:**\
  Once the blockchain miners confirm the transaction and it reaches the required number of confirmations for that token, if the block has been confirmed but the assets still do not appear on the other platform, please contact their customer support for confirmation. You can provide them with your account information (email or phone), the deposited token, and the transaction ID to assist in their inquiry.

</details>


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