If you tried to withdraw from your Bitso account and it didn't go through, a few different things could cause that. Here are the most common reasons and what to do in each case.
Account limits
The amount you can withdraw depends on your account level. Check your current level and withdrawal limit in your account profile.
Withdrawals turned off
Your withdrawals might be turned off. Check and turn them back on in your account security settings.
An active buy or sell order
If you have an active buy or sell order, you can't withdraw the balance reserved for that order. Cancel the scheduled order to release it.
- 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. The scheduled conversion won't run anymore, even if the target price is reached.
A recent password or account change
If you change your password or another piece of account information, withdrawals get blocked for 24 hours. This security measure is mandatory. It can't be sped up or turned off, not even by contacting our team.
Bitso does this to have time to spot any suspicious activity, in case you weren't the one who made the change. This is strictly a security measure and has nothing to do with market conditions.
After 24 hours, withdrawals turn back on automatically. 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. This fee covers the cost of the operation and the network fee needed to process the transaction. The fee changes depending on the network and how congested it is at that moment.
Because of this, on small withdrawals, the fee can end up higher than the amount you want to withdraw. If that happens, you can't 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 that, contact our team through chat, available 24 hours a day.
Exceptional market conditions
When exceptional market conditions affect the funds available to process operations for a specific asset, Bitso temporarily suspends the following operations for that asset:
- Withdrawals
- Conversions, sales, and orders
- Turning off Earnings
This measure protects everyone's funds. Your balance stays safe and remains yours.
Didn't work? Here's what to do
If you already checked everything above and your withdrawal still isn't going through, contact our team through chat, available 24 hours a day, so we can look into your case.