At Caleb & Brown we always want to ensure your assets are safe, even when leaving our custody solution. To support this, when requesting a withdrawal to a new address we test & verify their new wallet address before withdrawing to it.
Adding a new wallet address via your Portal account:
To add a new wallet address to your account please do the following;
Log into your Portal account here.
On the left hand menu click on Wallets
In the drop down options, click on Manage addresses
This is the Manage Addresses page. Here we will list all your verified addresses that you have already added to your account, even from before the Portal. You will be able to see the address format and the coin that was added. You will also see the status, and memo detail for that address. Each coin you add to an address will need to be added individually, but not verified individually.
Select + New Address in the top right.
Select the currency you are wanting to add. (Each coin will need to be added individually)
Copy and paste the address.
Hit Next
To ensure your assets are kept safe, there are multiple 2FA steps that need to be completed. One using your email and the second with your 2FA code, typically located on your phone (this is the same 2FA code you use when logging into the Portal). A code is sent to your email, and you will need to enter the code from your Authenticator app.
See our help article here, if you haven't set up 2FA on your account.
Enter the code that was sent to email.
Enter the code from your Authenticator app.
Once the multiple codes are entered, this will be sent to our team, who will send a test amount to the new wallet address. You will receive an email notification once the test has been sent. A test amount will be sent within 20 minutes of the request.
All test amounts are done with Caleb & Brown’s own treasury, and not your funds.
Once you receive the email, you can log into your account, to verify
Navigate back to the Manage Addresses page.
The newly added address will be on top, and you can click verify.
a) If accessing this from your mobile device, just tap on the address to verify
Enter the amount of the test that was sent and hit submit.
Congratulations, your wallet address is now verified, and you may now request withdrawals to this wallet.
Adding a new wallet address via 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.
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).
Withdrawing your crypto assets:
Once you have verified your wallet address, either via the portal or with your broker, you can now request to withdraw your assets.
All withdrawal requests need to be made directly with your broker. in this request, please include:
Which asset(s) this relates to
The unit amount of each of the asset(s) you would like to withdraw
The wallet address you are sending to.
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 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.
If you have any questions, or you need assistance completing the registration form, you can ask our Product Specialist 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) or +1 (844) 494 6515 (International), from 9am to 5pm (AEST), or request we call you back by submitting an enquiry on our website.