Deposit & Withdrawal FAQ

What is a Memo/Tag? When is it required?

In certain special cases, such as with XRP, XLM, ATOM, and similar cryptocurrencies, all users may share the same deposit address. Therefore, Memo or Tag information serves as a crucial identifier to distinguish between users. To ensure your deposit is credited correctly, please always include the Memo information when depositing or withdrawing.

If you notice a Memo/Tag option after selecting your currency during withdrawal/deposit, double-check whether the receiving platform requires this reference information.

Deposits from Your Wallet/Other Exchanges Not Received

Possible reasons for delayed deposits include:

1. Funds are on their way, but blockchain confirmation is delayed.

Please wait patiently. Once the block is fully confirmed, your assets will arrive on schedule. Note that platform customer service cannot assist with this situation.

2. Incorrect currency selection

The currency you withdrew from another platform does not match the deposit currency you selected on Fexlon. If this occurs, contact online customer service for a refund.

3. Incorrect deposit address or network

Before depositing, always double-check the deposit address and network. Deposits to the wrong address or network will fail. If this occurs, immediately contact online customer service for assistance.

4. Incorrect memo/tag entry

Ensure the correct memo/tag for the selected cryptocurrency is entered on the receiving platform. Incorrect tags will prevent successful deposits. If this occurs, please contact online customer service immediately for assistance.

V. Deposit Sent to Smart Contract Address

Please use the address generated by the platform system for deposits. Never use the smart contract address for the cryptocurrency. Due to the nature of blockchain networks, customer service cannot assist in such cases.

VI. Deposit Below Minimum Amount

Please note that each cryptocurrency has a minimum deposit amount. Deposits below this amount will not be credited and cannot be refunded.

Common Causes and Solutions for Failed Withdrawals

1. Withdrawal Amount Below Minimum Threshold

Cause: Your withdrawal amount falls below the platform's minimum withdrawal limit for that cryptocurrency.

Solution: Ensure your withdrawal amount exceeds the minimum threshold.

2. KYC Not Completed

Cause: Withdrawals cannot be processed if identity verification (KYC) is incomplete.

Solution: Wait for KYC review to be completed.

3. Recent Reset of Security Settings (Email, Phone Number, 2FA, etc.)

Cause: Recent modifications to security settings (e.g., email, phone number, 2FA) have triggered system restrictions on withdrawals.

Solution: Wait for the system to confirm the changes before attempting the withdrawal again.

4. Exceeding Maximum Withdrawal Limit (VIP Level Dependent)

Cause: Your withdrawal amount exceeds your account's current maximum withdrawal limit. This limit is typically tied to your VIP level.

Solution: Check your VIP level and withdrawal limit. If exceeded, adjust the withdrawal amount or upgrade your VIP level.

5. System maintenance or blockchain network upgrade

Reason: The platform is undergoing system maintenance or blockchain network upgrades, temporarily disabling withdrawals.

Solution: Please wait until the upgrade is complete. Check platform announcements for maintenance updates.

How to Perform Internal Transfers

1. Log in to the Fexlon homepage, click Wallets to access your personal assets page.

2. Click “Withdraw,” select the cryptocurrency you wish to transfer, then click “Internal.”

3. Select the recipient's account information: email address (“Email”) or mobile number (“Mobile Number”).

4. Enter the amount of tokens to transfer.

5. You may also enter a transfer memo (optional).

How to Request a Refund for an Incorrect Deposit?

Currently, Fexlon only supports automatic deposits for supported cryptocurrencies on their corresponding standard blockchains. If you accidentally deposit an unsupported cryptocurrency or select the wrong blockchain, you must immediately contact the Fexlon customer support team for assistance and attempt to recover your assets. Please note that we cannot guarantee the recovery of assets.

Fexlon Withdrawal Anti-Fraud Measures

If your recipient is flagged as high-risk by multiple Fexlon users (during internal transfers) or identified as a high-risk address on-chain (during external withdrawals), the system will display a warning prompt. You must independently reassess whether fraud risk exists.

Fexlon may restrict withdrawal operations for various reasons, including user profile issues, transaction patterns, operational behavior, device anomalies, or environmental factors. You may also contact Fexlon customer service at any time for further assistance.