My withdrawal says Finished but hasn't arrived in my wallet

Finished means we have approved your withdrawal and paid it out to the address you gave. A crypto withdrawal can still need a short time on the network before it reaches your wallet. You can follow its progress from the transaction page.

What Finished means

When a withdrawal shows Finished in History, our side is done. The payment has been sent on the blockchain to the wallet address on your request.

The network then has to confirm the transaction. The money shows in your own wallet once the transaction is confirmed. You don't need to do anything while this happens.

A payment on a blockchain cannot be reversed once it has been sent. That is why a Finished withdrawal can no longer be cancelled.

Checking the transaction on the blockchain

1. Sign in to the client portal at app.jafx.com.
2. Select History and click the withdrawal.
3. Look at the Confirmations row. It shows how many network confirmations the transaction has so far. The row appears once the transaction has at least one confirmation.
4. Select View Confirmations. It lists the transaction hash and its confirmations.
5. To see more, copy the transaction hash and look it up on a block explorer for the network you withdrew on.

Check these points on the explorer:

• The address. Make sure the receiving address is your own wallet address. If it is not, see I sent my withdrawal to the wrong wallet address.
• The network. Ethereum and Base addresses look the same. If you withdrew on Base, look the transaction up on a Base explorer, and check your wallet on the Base network. Do the same for Ethereum.
• The coin. Make sure your wallet shows the coin you chose on that network.

More details on the transaction page shows the Transaction ID. Keep it in case you need to contact us.

Bitcoin: confirmations and low-fee delays

Bitcoin withdrawals need 6 network confirmations. Each new block on the Bitcoin network adds one more confirmation.

When the Bitcoin network is busy, transactions with higher fees are confirmed first. A withdrawal can then wait longer before its first confirmation. This does not mean it has failed.

If a Bitcoin withdrawal is still unconfirmed after 24 hours, we re-send it automatically twice a day, each time with a slightly higher fee. JAFX pays the network fee, so this costs you nothing.

A re-send can create a new transaction hash.

For more on why fees affect timing, see How Bitcoin network fees work.

When to contact us and what to include

Contact us if:

• your withdrawal still shows no confirmations after 24 hours
• the receiving address on the explorer is not the one you gave
• the transaction is confirmed on the explorer but the money is not in your wallet

Include:

• the Transaction ID from More details on the transaction page
• the transaction hash from View Confirmations, if there is one
• the coin and the network you withdrew on

Use live chat with the Chat button in the portal, where a real person answers, or email support@jafx.com from your registered email address. We never ask for your password, your 2FA code or any one-time code.

If your withdrawal is not Finished yet, see Why is my withdrawal still pending?. For what each status means, see What does my transaction status mean?.

We are available 24/7 via live chat or email.