Open the withdrawal in Transactions before trying again. Check its current status, destination, amount, and any message shown.
Situation | What to do |
Pending with no transaction hash | It may still be processing or under review |
Transaction hash available | Check the transfer on the blockchain explorer |
Failed or rejected | Confirm whether funds were sent or returned before retrying |
Wrong destination or network | Contact us immediately |
Pending With No Transaction Hash
The withdrawal may still be processing or under review. See Crypto Transfers Under Review.
Contact us if the operation needs attention or you can’t determine its progress. Include the Kolo Transaction ID.
A Transaction Hash Is Available
Check the transfer on the relevant blockchain explorer.
If the network has confirmed it but the recipient hasn’t credited it, check the receiving service’s deposit requirements. You may also need to contact that service with the transaction hash.
Failed or Rejected
Read the message shown and review your account balance.
Don’t assume a failed status means you can safely submit the same withdrawal again. First confirm whether funds were sent or returned.
If the result or balance is unclear, contact us with the Transaction ID, amount, asset, and destination.
Wrong Destination or Network
Contact us immediately. An external transfer may not be reversible.
Need Help?
Contact us through the support widget or at [email protected] with the Kolo Transaction ID, amount, asset, destination, and transaction hash if available.