Frequently Asked Questions

Below we’ve provided a bit of deposit, withdrawal, transaction, and few others. If you have any other questions, please get in touch with us

Deposit does not arrive

A withdrawal marked as “completed” or “success” on an exchange does not mean that the transaction has fully processed to the receiving exchange – it simply means that the transaction was successfully posted to the blockchain. Once a transaction is on the blockchain, it will still take a variable amount of time to confirm and post to the destination exchange. Different blockchains require different amounts of “confirmations” before a transaction is verified. It is not uncommon for a blockchain to be congested with many transactions, causing unexpected/unusual delays in processing your transaction. The assets will be credited to your accounts after the block confirmation. If your transaction shows “unconfirmed” on its blockchain, this is beyond our control. You must wait for the transaction to be processed on the blockchain. Once it is included in the blockchain, it will begin to produce confirmations. If you have sent to Lightcoinex from another exchange but not received a TXID, please contact customer service for that exchange. Noted: If the transaction is confirmed by blockchain but not be credited to your Lightcoinex account, please attached the following information to the customer support team. Lightcoinex UID Cryptocurrency type Transaction ID (TXID)

Withdrawals does not arrive

If you encounter an issue that your withdrawal doesn't arrive in your account, please log in and go to [withdraw] page and check the corresponding coin withdrawal record first. Normally, a TXID will be generated within 10 to 60 minutes, indicating that Lightcoinex has begun the transfer on the corresponding blockchain. When you see the TXID, please go to the corresponding blockchain explorer and input the TXID to check the status. Here are the steps to follow when checking the status: If the blockchain showed that the transaction has not yet been confirmed, please be patient and wait for the confirmation process to complete. If the blockchain showed that the transaction is already confirmed, which means that Lightcoinex has transferred coins successfully and cannot do anything to help you. If you still had issues, please negotiate with the owner of the destination address. If a TXID has not been generated for hours, please attached your withdrawal history screenshot with the transaction to our customer support team.

Cannot Withdraw

Please confirm whether you have changed any following security settings. Change funding password Change login password Binding/unbinding Google verification code Change the binding phone/email

Sent to wrong address

When you click withdrawal confirmation, your order will be automatically reviewed by our system. If your order is still under unaudited status, please kindly contact to Lightcoinex customer support service to cancel the withdrawal order as soon as possible. However, if the order is already marked as approved and a TXID is generated, which means your order is already being processed on the blockchain and cannot be altered by Lightcoinex. Please note that blockchain transactions are irreversible and as such you're advised to carefully double-check the address which you intend to send your funds. Sending crypto-assets to mismatched wallet address may result in the loss of funds.