FAQ

Earn Products and Yield:

Does the estimated annualized yield represent actual yield?

No. The estimated annualized yield and estimated yield are provided only to help you understand the product's reference yield level. They do not represent or guarantee actual yield. Actual yield may change due to product performance, daily yield rates, interest-accrual time, changes in holdings, and settlement rules. Refer to Yield History after settlement for the final amount.

When does a subscription begin generating yield?

A product begins generating yield after the units are confirmed and the specified interest-accrual time is reached. You can view the estimated interest-accrual time on the subscription page or on the timeline under [My Holdings - Product Details]. The actual time is subject to the product details.

Why is the actual yield different from the estimated yield?

Estimated yield is generally calculated using the reference annualized yield and estimated interest-accrual days at the time of subscription. Product yield rates may change, and the actual interest-accrual, settlement, or redemption time may differ from the estimate. Final yield may therefore be higher or lower than the estimated amount.

What are bonus rewards?

Bonus rewards are additional rewards distributed when the conditions of a specific product are met. The reward asset may differ from the subscribed asset. Eligibility, reward rate, reward asset, and distribution time are subject to the product rules.

Subscription:

Which funding methods can I use to subscribe?

You can use available assets in your FinChain account or a linked and verified wallet listed under Digital Wallets. Available methods, assets, and blockchain networks are subject to the product subscription page.

Why can't I subscribe to a product?

Possible reasons include:

• You have not completed ID Verification or the required Account Safety settings;

• You do not meet the eligibility requirements for a new-customer, VIP, or other exclusive product;

• Your available balance is insufficient;

• The amount is below the minimum subscription amount or exceeds your customer limit;

• The remaining product quota is insufficient, the product is no longer open for subscription, or the selected network is temporarily unavailable.

Follow the instructions displayed on the page or select another available product.

How can I cancel a subscription?

Open the subscription details under [Subscription & Redemption Records]. If [Cancel Subscription] is still displayed, you can submit a cancellation request before the units are confirmed. Once the units are confirmed, or if the button is no longer displayed, the subscription generally cannot be canceled.

How long does a refund take after I cancel a subscription?

The refund is processed through the original payment method. If FinChain account assets were used, the funds are returned to the corresponding asset balance after processing. If a digital wallet was used, blockchain confirmations are also required. Refer to the refund status in the order details.

Missing Records?

Your subscriptions are recorded on-chain. Please allow a few seconds to minutes for confirmation. If your transaction doesn't appear or you have concerns, contact our support team.

Auto-Earn:

Why can't I see the Auto-Earn option?

Not every product supports Auto-Earn. The [Auto-Earn] option is displayed only if the product supports it and you meet the applicable requirements.

What is included in Auto-Earn?

Auto-Earn may include eligible principal and yield, but it may not include bonus rewards. The assets, timing, term, and annualized yield applicable to the renewal are subject to the subscription page and product rules.

How do I turn off Auto-Earn?

Go to [Earn - My Holdings], open the details of a product with Auto-Earn turned on, and click [Turn Off Auto-Earn]. Review the product information and irreversible-action warning on the confirmation page, and then confirm the cancellation.

Can I turn Auto-Earn back on?

No. Turning off Auto-Earn is irreversible. Once turned off, it cannot be turned back on for that holding. To use Auto-Earn again, submit a new subscription for an eligible product and turn it on for the new subscription, if supported.

Does turning off Auto-Earn affect my current holding?

Turning off Auto-Earn only stops a new term from starting automatically after the current term matures. It does not redeem or cancel the current holding early. The product continues until maturity, and the principal and applicable yield are handled under the product rules.

Redemption:

Can I partially redeem a flexible product?

If the product supports partial redemption, you can enter the amount you want to redeem or select [All]. The minimum redemption amount, remaining-holding requirements, and fees are subject to the redemption page.

What happens if I redeem a fixed-term product early?

Early redemption may result in the loss of all base yield and bonus rewards generated by the holding, and a redemption fee may apply. Before submitting, compare the estimated results of redeeming now and redeeming at maturity, and review the product rules carefully.

Can I receive redemption proceeds in my FinChain Assets or a digital wallet?

The page may support redemption to [My Assets] or a linked digital wallet. Available receiving methods depend on the product, asset, and network. When using a wallet, check the address and network carefully.

Why haven't my redeemed assets arrived?

A redemption must complete unit confirmation and product settlement. When a digital wallet is used, blockchain confirmations are also required. First check the status and estimated processing time under Earn Orders. If the order is completed but the assets are not displayed, check [Assets - Records] or the on-chain transaction ID.

Fees and Records:

Are there fees for subscription or redemption?

Fees may vary by product, asset, network, and receiving method. The subscription or redemption page displays the estimated fee and estimated amount to receive. The final amount is subject to the order details. Blockchain network fees may also apply when a digital wallet is used.

Why do Earn Orders and Asset Records show different statuses?

Earn Orders shows the Earn order process, while Asset Records shows actual asset debits and credits. Unit confirmation, product settlement, and asset crediting may be completed at different times, so the statuses may briefly differ.

What should I do if the issue is still not resolved?

Prepare your account email, order number, asset, network, and screenshots of the issue, and contact the customer support team at [e-mail]. Never disclose your account password, Security PIN, or verification code to anyone.