Frequently Asked Questions
- What is a tag/memo and why do I need to enter it when depositing cryptocurrency?
Each account is given a tag or memo, which is a special identification used to identify deposits and credit the proper accounts. You must input the appropriate tag or memo when depositing some cryptocurrencies, such as XEM, XLM, XRP, KAVA, ATOM, BAND, EOS, etc., in order for it to be effectively credited.
- How long does it take for my funds to arrive? What is the transaction fee?
It takes some time for the transaction to be confirmed on the blockchain after Ducrypto has confirmed your request. The blockchain’s current network traffic and the confirmation time are two variables.
Ducrypto, for instance, supports the ERC20, BEP2, and TRC20 networks if you’re depositing USDT. The platform from which you are withdrawing allows you to choose the appropriate network, input the amount you wish to withdraw, and view any applicable transaction costs.
Shortly after the network approves the transaction, the money will be credited to your Ducrypto account.
Please be aware that your money will be lost if you utilise an unsupported network or enter the incorrect deposit address. Check everything twice before approving a transaction.
- How to check my transaction history?
You can check the status of your deposit or withdrawal from (Balance) – (Digital account)
If you’re using the App, go to (Balance) – (Digital account) – (Spot) and select the (Transaction History) icon on the right.
If you don’t own any cryptocurrencies, you can click (Buy Crypto) to buy from P2P trading.
Why Hasn’t My Withdrawal Arrived?
- I’ve made a withdrawal from Ducrypto to another exchange/wallet, but I haven’t received my funds yet. Why?
There are three steps involved in moving money from your Ducrypto account to another exchange or wallet:
- Withdrawal requests on Ducrypto
- Blockchain network confirmation
- Deposit on the corresponding platform
A TxID (Transaction ID), which shows that Ducrypto has successfully broadcast the withdrawal transaction, will typically be generated within 30 to 60 minutes.
However, the confirmation of that transaction could take some time, and the deposit of the cash into the intended wallet could take even longer. Depending on the blockchain, a different amount of “network confirmations” are necessary.
- Alice makes the decision to transfer 2 BTC from Ducrypto to her own wallet. She must wait until Ducrypto produces and broadcasts the transaction after she confirms the request.
- Alice will be able to see the TxID (Transaction ID) on her Ducrypto wallet page as soon as the transaction is created. The 2 BTC will now be temporarily frozen and the transaction will still be pending (unconfirmed).
- If everything goes according to plan, the network will approve the transaction, and Alice will receive the BTC in her personal wallet after two network confirmations.
- The number of network confirmations required varies depending on the wallet or exchange, but in this example, she had to wait for two confirmations before the deposit appeared in her wallet.
Your transaction might be processed with a significant delay as a result of potential network congestion. By using a blockchain explorer, you can utilise the transaction ID (TxID) to check the progress of the transfer of your assets.
- Please wait for the confirmation procedure to be finished if the blockchain explorer indicates that the transaction is not yet confirmed. Depending on the blockchain network, this changes.
- Your funds have been successfully transferred out if the blockchain explorer indicates that the transaction has already been confirmed, in which case we are unable to offer any additional assistance. To get more assistance, you must get in touch with the destination address’s owner or support staff.
- Please contact our Customer Support for assistance and attach the screenshot of the relevant withdrawal history transaction if the TxID has not been produced six hours after you click the email’s confirmation button. To ensure that the customer service representative can help you as soon as possible, please make sure you have submitted the above-mentioned details.
- How do I check the transaction status on the blockchain?
Log in to your Ducrypto account and click (Balance) – (Digital Account) – (Transaction History) to view your cryptocurrency withdrawal record.
Please wait for the confirmation procedure to be finished if the (Status) indicates that the transaction is “Processing.”
If the (Status) indicates that the transaction is “Completed”, you can click on the (TxID) to view the transaction details.
How to Resume the Withdrawal Function?
Why is my withdrawal function suspended?
To safeguard the security of your account, the withdrawal feature of your account will be momentarily disabled for 24 or 48 hours after performing specific security actions, such as changing your password. The withdrawal function will automatically resume after the suspension period.
The withdrawal feature will be momentarily suspended if the system notices unusual activity in your account. You’ll notice an error message in the user centre. Please confirm your identity before continuing to use the account withdrawal option.
How to verify my account when my withdrawal function is temporarily disabled?
You can tap (Verify Now) to verify your identity on the ducrypto website.
Or click (Verify Now) in the ducrypto App.
If you haven’t completed identity verification yet, click (Verify Now).
After choosing the type of identity verification, follow the directions on the website to finish it (personal or enterprise). For further information, see How to Complete Identity Verification.
After completing the account verification, kindly wait. Once the verification has been approved, the account withdrawal feature will be enabled again.
If you encounter any issues with identity verification, you can refer to these FAQs.
How to appeal if I cannot complete identity verification?
If you’re unable to pass the verification, go to (Balance) – (Withdraw Crypto) and select (Withdraw appeal) on the alert, then submit the required documents.
Alternatively, go to (Balance) on the ducrypto App and click on (Digital Account) – (Withdraw).
You will see a pop-up window. Tap (Appeal) and follow the instructions.
If you can’t see the (Appeal) button, please contact our customer service for assistance.
When you click, the system will lead you to the facial verification page if you have already finished identification verification (Continue).
You may choose to complete the facial verification through the App or the website.
Using the app, navigate to (Digital Account) – (Withdraw) and select (Verify Now) from the pop-up window. then follow the instructions for the face verification.
Tips for completing the facial verification:
- Use a strong and stable network connection.
- Make sure your App is not intercepted by any security software.
- Synchronize the time on your computer and your mobile phone.
- Do not wear a hat or glasses.
- Do not cover your face with any object like a mask.
- Complete the verification under good lighting.
- Do not edit your pictures or put watermarks.
After the face verification is complete, kindly wait. After it has been accepted, you can again withdraw money from your account.
How to appeal if my facial verification failed?
Facial verification may not work properly due to technical issues or device malfunctions. Ducrypto has put in place an appeals process that enables users to submit materials and have their accounts carefully examined by our skilled auditors in order to combat this.
The processes listed below can be used to submit an appeal if you have problems completing the facial verification.
- Tap (Appeal) and you’ll be redirected to the [Facial Verification Appeal] page.
Before submitting an appeal, you might have to respond to security questions. Your appeal will be denied if you don’t carefully answer the question.
- You will need to provide certain materials for the appeal. Follow the instructions and examples provided on the page to complete the verification.
If you have any trouble delivering the papers or if you have any more information that might help us process your appeal, kindly fill out the (Additional Information) section.
Why Hasn’t My Deposit Been Credited?
- Why has my deposit been credited yet?
Transferring funds from an external platform to ducrypto involves three steps:
- Withdrawal from the external platform
- Blockchain network confirmation
- Ducrypto credits the funds to your account
The asset withdrawal was successfully broadcast to the blockchain network if it was marked as “finished” or “success” in the site you are withdrawing your cryptocurrency from. To properly confirm and credit that specific transaction to the platform where you are withdrawing your cryptocurrency, nevertheless, it can still take some time. Various blockchains have different “network confirmation” requirements.
- In order to add 2 BTC to her ducrypto wallet, Alice wishes to. Making a transaction to transfer money from her personal wallet into ducrypto is the first thing that needs to be done.
- Alice must wait for network confirmations after creating the transaction. On her ducrypto account, she will be able to see the pending deposit.
- The funds will be temporarily unavailable until the deposit is complete (1 network confirmation).
- Alice must wait for two network confirmations if she chooses to withdraw these funds.
Due to potential network congestion, there can be a sizable delay in executing your transaction. You can check the status of your asset transfer by entering the TxID into a blockchain explorer (Transaction ID).
- Please wait patiently for the transaction to be executed if the blockchain network nodes have not yet fully confirmed it or if it has not obtained the minimum number of network confirmations required by our system. Ducrypto will credit the money to your account after the transaction has been verified.
- You can check the deposit status via the Deposit Status Query if the transaction is blockchain-confirmed but not yet credited to your ducrypto account. Then, you can check your account using the instructions on the page or send an inquiry about the problem.
- How do I check the transaction status on the blockchain?
To access your transaction history, sign into your ducrypto account and choose (Balance) – (Digital Account) – (Transaction History).
Cryptocurrency deposit record. Then click on the (TxID) to check the transaction information.
How to Find My Transaction ID (TxID)?
In this article, let’s take Ducrypto as an example to see how to check the transaction ID (TxID).
If the funds you deposited to Ducrypto do not appear, check the transaction status and TxID on the platform from where you withdrew.
What is a transaction ID (TxID)?
Every transaction that is confirmed and added to the blockchain is assigned a transaction ID (TxID), also known as a transaction hash. To put it another way, a TxID is a code that marks each transaction on the blockchain. You may check your deposit and withdrawal history with TxID.
How to find my TxID?
You can find your TxID from the platform you made a withdrawal from. For example, you can find the TxID from (Exchange Order) on Ducrypto , or through the following steps.
1.Register an account with Ducrypto. From the drop-down menu, click [Order] and pick [Exchange Order].
- Click (Exchange Order). You may view your whole history of deposits and withdrawals here. The TxID is located under (TxID).
- You can also access your transaction history from (Order) – (Exchange Order) – (Order History)
- On the Ducrypto App. Select the relevant transaction to find the TxID.
You can give the TxID of the transaction to our CS team when you contact Ducrypto Support with questions about deposits or withdrawals so that we can help you more effectively.
Additionally, by clicking on the TxID, you may access the blockchain explorer’s transaction status page. Keep in mind that after the nodes have approved the transaction, your money will be transferred to the appropriate block. If the network is congested, it may take longer for your funds to arrive.
Why Do I Need to Complete Identity Verification?
Why Do I Need to Complete Identity Verification?
Users must finish Identity Verification for Ducrypto in order to increase account security. Visit How to Complete Identity Verification if you haven’t finished the verification process yet.
Please refer to the reasons and solutions below if you are having withdrawal issues:
- You are accessing your account from multiple IP addresses
The system will mark you as “suspect” and temporarily restrict withdrawals if you visit your account from multiple IP addresses. This is done to protect your funds.
Please contact Ducrypto Support to verify your identity.
- You haven’t completed face verification
Your withdrawal amount will be restricted if you haven’t finished the face verification step of Identity Verification. Please refer to (Personal Verification) limitations.
By completing the Identity Verification on the ducrypto website or app, or by getting in touch with Ducrypto Support and submitting additional verification information, you can raise your withdrawal cap.
- There are problems with your Identity Verification
Withdrawals will be temporarily suspended from your account if the information you submitted for Identity Verification is incomplete.
To receive further information for verification, please get in touch with Ducrypto Support.
- You haven’t enabled Two-Factor Authentication (2FA)
Two-factor authentication (2FA), also known as Google Authenticator, SMS verification, and email verification, adds an extra degree of security to your account by protecting it with two factors or locks. Before you can withdraw money, at least two authentications must be active. To activate 2FA, select (Enable Now) and adhere to the prompts.
How to Check Cryptocurrency Transaction Status on Blockchain?
You can discover that the funds are not received in the correct account when depositing or withdrawing cryptocurrency. In situations like this, you need to check the transaction status on the blockchain using the transaction ID (TxID).
You may monitor the progress of a transaction immediately on the ducrypto platform, for instance, if you’re depositing or withdrawing using ducrypto. Go to (Wallet) – (Overview) – (Transaction History) after logging into your ducrypto account. You can click on the transaction record and the TxID link to view your transaction status.
Based on the network you selected for the transaction, you will be redirected to the respective blockchain explorer page. For example, if you use the Ethereum (ERC20) network for your transaction, you will be redirected to Etherscan. If you use BNB Smart Chain (BEP20), you will be redirected to BscScan.
You can learn the causes of the cash not being received and what to do next by looking at the samples that follow, which depict typical transfer status on a few popular networks.
1. Ethereum (ERC20) and BNB Smart Chain (BEP20)
Please be aware that the Ethereum network and the BNB Smart Chain (BSC) network have extremely similar deposit and withdrawal statuses. To verify the status of a transaction on both networks, see the screenshots below.
1.1 If the status is “Fail“, it means that the transaction was unsuccessful.
You might need to get in touch with the website where you requested the withdrawal or the person who sent the transaction. The recipient or the platform you are depositing to won’t be able to assist you in this situation.
For instance, if you’re depositing to ducrypto and the blockchain says that the transaction status is “Fail,” get in touch with the platform where you started the transfer. You can ask for help from ducrypto Customer Support if your withdrawal from the service is unsuccessful.
1.2 If the status is “Dropped & Replaced“, it means that the transaction was replaced by a new one with a higher gas fee due to network congestion.
You can contact the platform you’re withdrawing from or the sender of the transaction for a new TxID.
1.3 If the status reads “Success,” the transaction is finished.
You can check to see if the money has reached the recipient’s account. You have a problem if you deposit to ducrypto and the blockchain status indicates “success,” but the funds haven’t arrived.
2. Bitcoin network
If the transaction is not fully confirmed on the Bitcoin blockchain, you can check the minimum number of confirmations required from the blockchain (please note that the number of confirmations required may change). Please wait patiently for it to confirm.
3. Tron (TRC20)
The transaction has been completed but the funds cannot be credited to the recipient’s address if the transaction status is “CONFIRMED” but the outcome is “FAIL”. For assistance, please get in touch with the sender or the platform you’re withdrawing from.
If the result reads “SUCCESS” and the transaction status is “CONFIRMED”, the transaction was successful. The platform you’re depositing to or the recipient’s account can both be checked to see if the money has arrived.
Frequently Asked Questions on Unsuccessful Withdrawals.
1. What is a “network address”? Why does the system tell me, “The address is not valid. Please confirm with the recipient.”?
An individual string of letters and numbers known as a bitcoin address can be used to send and receive bitcoins from a cryptocurrency wallet. It indicates the position of a wallet on the blockchain.
The system will indicate an error (“invalid address”) if you input the address incorrectly. Please double-check the address and withdrawal network with your recipient.
Advice: Always copy and paste the address or scan the QR code before entering it. DO NOT manually enter. You risk losing your money if you enter the incorrect address.
2. What is a Memo/Tag? Why it says “The memo is not valid”？
Beyond a wallet address, a “Tag” or “Memo” is an extra address characteristic required for transaction recipient identification.
You input the incorrect memo, as indicated by the message “The memo is not valid.” Please confirm with the recipient to make sure that your information is correct.
Examples of Memo:
You risk losing money if you type the incorrect address or memo.
3. Why do I get a “network busy” message? What can I do?
The message “network busy” suggests that there is a lot of traffic on the network right now. To withdraw your money from other networks, please try again later.
Crypto Withdrawal Fees on Ducrypto.
What are crypto withdrawal fees?
Withdrawals to crypto addresses outside of Ducrypto are typically subject to a “transaction fee” or “network fee.” The people who handle the transactions and secure each blockchain network, known as miners or validators, are compensated with this fee rather than Ducrypto.
Ducrypto must provide miners with these fees to guarantee that transactions are carried out. Transaction charges are dynamic, and you will be billed according to the state of the network at the time. The fee is based on an estimate of network transaction fees, and it is subject to alteration at any time due to factors like network congestion. Please check each withdrawal page’s most recent charge twice.
Is there a minimum withdrawal amount?
There is a minimum withdrawal requirement for each request. If the sum is insufficient, you won’t be able to ask for a withdrawal. Visit the Deposit & Withdrawal Fees page to view the minimum withdrawal amount and transaction fees for each coin. Please note that due to unforeseeable events like network congestion, the minimum withdrawal amount and fees are subject to change at any time.
You can also find the current transaction fees charged and the minimum withdrawal amount on the withdrawal page.
Please note that the minimum withdrawal amount and transaction fees will change depending on the network you are using.
Please make sure you select the correct network. If the address you are withdrawing to is an ERC20 address (Ethereum blockchain), you must select the ERC20 option before making the withdrawal. DO NOT choose the lowest fee option. The network you choose must work with the withdrawal address. Your money will be lost if you choose the incorrect network.