There are several reasons why you might have an issue with deposits or withdrawals:
- Wrong Tag/Memo/Payment ID. In case if you have any problems related to deposit, please make sure that you are using correct Tag/Memo/Payment ID. For more information about this problem, please refer to the "Wrong Payment ID/Memo/Tag" article.
- Technical difficulties. If there’s an issue during the withdrawal process and some technical difficulties cause it, please contact our customer service department for further assistance.
- Suspended account. Sometimes user’s account can be suspended if we suspect any illegal activity, and during that time withdrawal functionality is entirely disabled, until we find a resolution to all this.
- Blockchain speed. Besides technical difficulties or human error, there can be confusion when a deposited amount of cryptocurrency and corresponding transaction was marked on the blockchain as confirmed. In this case, there’s no problem with deposit, and it just takes a little bit more time for our exchange to process all financial operations. Even though you may see this transaction as approved or confirmed on the Blockchain Explorer, it still takes some time for CODEX to handle it. So please, be patient.