Did you try to withdraw from your Bitso account and couldn't? Here are the most common reasons and what to do about each one.
Account limits
The amount you can withdraw depends on your account level. Check your current level and withdrawal limit in your account profile.
Blocked withdrawals
Your withdrawals might be blocked. Review and unblock this option in your account security settings.
Active buy or sell orders
If you have an active buy or sell order, you can't withdraw the balance reserved for that order. To free it up, cancel the scheduled order:
- Go to the Activity tab in the app.
- Find the order under Scheduled.
- Tap "Delete scheduled buy/sell" on the order you want to cancel.
Once you cancel it, the balance becomes available again, but the conversion won't execute anymore even if the target price is reached.
Password or account changes
For security reasons, if you change your password or any other account information, withdrawals stay blocked for 24 hours. This hold is mandatory and can't be sped up or turned off, not even by contacting our support team.
Bitso does this to have a window of time to identify any suspicious activity, in case the change wasn't made by you. This measure is purely a security precaution and isn't related to any market condition.
Once the 24 hours pass, withdrawals turn back on automatically and you don't need to do anything else.
The network fee is higher than the withdrawal amount
Bitso charges a fixed fee on every digital asset withdrawal, which covers the cost of the operation and the network fee needed to process the transaction on the corresponding blockchain. This fee changes based on the network and how congested it is at that moment, so for low-value withdrawals it can end up higher than the amount you're trying to withdraw. If that happens, you won't be able to complete the withdrawal until the amount is higher than the fee, or until the network fee goes down. If you still can't withdraw after checking all of this, contact our team through chat, available 24 hours a day.
Exceptional market conditions
When exceptional market conditions affect the funds available to process an unusual volume of transactions for a specific asset, Bitso temporarily suspends the following operations for that asset:
- Withdrawals
- Conversions, sales, and orders
- Earnings deactivation
This protects everyone's funds. Your balance stays safe and remains yours.