If your withdrawal has not arrived, it is usually due to processing times, incorrect details, or a bank holiday delay. Check the reasons below before contacting Client Services.

What you need to know:

1. Check if you are still within the processing window. Axi processes requests within 24–48 hours, after which arrival times vary by method. To check the expected timeframe for your specific method, see: How long does a withdrawal take to process? If you are still within the expected window, no action is needed yet.

2. Public and bank holidays delay payments. If your withdrawal was submitted around a holiday period, additional delays may be expected. Check whether a bank holiday applies to your country or your bank's country.

3. Incorrect or incomplete withdrawal details will cause a delay or rejection. All information entered must be fully correct. Common errors include: wrong bank account number, incorrect IFSC or SWIFT code, wrong crypto network selected, mismatched account holder name, or an uploaded bank statement that does not meet requirements. A bank statement will be rejected if it is missing any of the following: bank name, bank code, account holder name, account number, or SWIFT/BIC code. The statement must also be dated within the last 6 months and must be an official bank document — bank receipts are not accepted. If your request was rejected for any of these reasons, the funds will be returned to your trading account and Client Services will email you with the reason and next steps.

4. Credit card refunds take 5–7 business days — this is separate from the standard card processing time. In some countries, this may take longer, up to 10 business days, depending on your bank. If your bank cannot locate the refunded amount after 7 business days, contact Client Services to request an ARN code. When you provide the ARN to your bank, you must tell them it is related to a refund — not a bank transfer. Banks may not be able to trace the funds if they process the ARN as an international bank transfer.

5. A technical issue may have prevented processing. In rare cases, a temporary outage may have prevented your request from being processed. If you have not received your funds after the expected period and none of the above applies, contact Client Services.

If none of the above resolves your issue, contact Client Services with the following information:

• Your Withdrawal ID reference (sent by email after submitting — the reference is followed by a #)

• Date of withdrawal and the amount requested

• Your trading account number

Important Note: Do not submit a new withdrawal request while investigating an existing one. If you believe your withdrawal was not processed, contact Client Services using the information above rather than re-submitting.