Whilst you are welcome to keep your assets in our custody solution - this article will outline the process if you do wish to send your crypto assets to your own wallet.

Step 1: Adding a new wallet on your account

The first step in withdrawing your assets to a new address is to email your broker. You can find your broker’s contact details via logging into your online portal account here.

You will need to provide your broker with the name of the assets you would like to withdraw along with their associated public wallet address(es). Make sure you email the wallet addresses in text format (copy and pasted). Avoid typing out the wallet address as any typos will invalidate the address.

Please be aware that due to compliance reasons you must ensure this wallet is your own and it does not belong to a third party.

Step 2: Verifying your wallet address(es)

We will start by sending a small amount of crypto to your provided wallet addresses as a test. You will get an email once this test has been sent. At this stage, go to your wallet to make sure the test has arrived safely. If so, return to the email and click the link “Please click here to verify the address” as shown in the screenshot example below.

Verifying your wallet address requires two-factor authentication. Two-factor authentication is a security measure that adds an extra layer of protection to your account. Once you click “verify your address” in the email, a code will be sent to the mobile number that is registered to your account and a new window will pop up, where you will enter the code when prompted, as seen from the screenshot below. Once you enter the code, your wallet will be verified.

Please note: for Ethereum based tokens (USDC for example), we will initially test with ETH. For NEO based tokens (FLM for example), we will test with GAS. In these cases, note that the final withdrawal will still be in the actual/designated asset you requested (USDC for example).

Step 3: Request for withdrawal to your verified wallet address

Once your wallet is verified as per step 2, reach out to your broker to let them know this is complete and that you would like to proceed with a withdrawal. In this request, please include:

Note: Your broker may give you a call to verbally confirm.

Step 4: Receiving your assets

Once all the steps above are complete, your assets will be sent out. There are 3 batches each day and your full withdrawal will be sent in the nearest available batch. You will receive an email once it has been sent so you know when to expect it.

The first step in withdrawing your assets to an existing wallet that is verified on your account is to email your broker. You can find your broker’s contact details via logging into your online portal account here.

When requesting a withdrawal be sure to include:

Note: Your broker may give you a call to verbally confirm.

Once all the steps above are complete, your assets will be sent out. There are 3 batches each day, your full withdrawal will be sent in the nearest available batch. You will receive an email once it has been sent so you know when to expect it.

If you have any questions, or you need assistance completing the registration form, you can ask our Customer Support team through the Chat button in the bottom right corner of the webpage.

You can also call our support help desk on +61 1800 849 149 (Australia/International) or +1 (844) 494 6515 (North America), from 9am to 5pm (AEST), or request we call you back by submitting an enquiry on our website