Please take a look at our demonstration video here:
Tips on how to send cryptocurrencies to an external wallet successfully:
IMPORTANT NOTICE: Please make sure that you are sending to the correct recipient wallet address.
We recommend double-checking that the wallet address you are sending to is the correct one. All cryptocurrencies that you or anyone else has have unique wallet addresses.
Cryptocurrency transfers are irreversible; therefore, please be careful to always enter the correct wallet address.
Please make sure that you are sending via the correct network.
Some cryptocurrencies can be sent via multiple networks, therefore allowing you to choose which one to use.
The network that your cryptocurrency’s wallet address is set to on Kriptomat must match the network the recipient wallet address is set to; otherwise, you will lose your assets.
For example: You own USDC, which you want to send via the BEP20 network. Please make sure that the USDC recipient wallet address is also configured to the BEP20 network.
Additional questions:
The Send action in my account is disabled. Why?
Below are some reasons why your Send action might be disabled:
The Send action in your account is restricted for security purposes.
You recently changed your 2-factor authentication method. This disables the Send action for 24 hours, which will be reenabled automatically once the time is up.
The cryptocurrency you are trying to send does not have full wallet support. This means that, at present, it cannot be sent to or received from external wallets. Please see the full information here: https://kriptomat.io/supported-actions/
You have reached your set daily/monthly limit for cryptocurrency withdrawals on Kriptomat.
There is a technical issue within the app.
All of the above can be checked promptly by our Support team if you reach out to us at [email protected] via email or start a Live Chat with one of our agents.
The Send button is greyed out for the cryptocurrency I have selected, but not for other cryptocurrencies I own. Why?
Unfortunately, this means that we do not offer full wallet support for this cryptocurrency, meaning that it cannot be sent to or received from external wallets. You can confirm this by viewing the list here: https://kriptomat.io/supported-actions/
I have sent assets from my Kriptomat wallet, however, they have not yet been credited to the recipient wallet. What can I do?
We are sorry to hear you are experiencing this delay! We encourage you to contact our Support team at [email protected] or start a Live Chat with one of our agents so that we can resolve this for you as soon as possible!
My transaction shows a status of ‘pending/failed’ in my account. What can I do?
Not to worry! We encourage you to contact our Support team at [email protected] or start a Live Chat with one of our agents so that we can resolve this for you as soon as possible!
My transaction is pending due to the ‘Travel Rule’. What is the reason for this?
Travel Rule is a mandatory regulation implemented by Kriptomat’s Compliance team. The ‘Travel Rule’ check may take some time to be completed; however, if your transaction is pending for more than 24 hours, please contact us at [email protected] or start a Live Chat with our agents for assistance.
My transaction failed due to the ‘Travel Rule’. What is the reason for this?
We are sorry to hear this! Please contact us at [email protected] or start a Live Chat with our agents, and we will investigate this further.
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If you still have additional questions or your issue has not been resolved, feel free to contact us at [email protected] or begin a Live Chat with one of our agents - available in 18+ languages!