Why is my bitcoin withdrawal pending on Crypto.com?

How long a bitcoin withdrawal from Crypto.com takes

Crypto.com says its withdrawals are automated and usually almost instant, and should take no longer than 2 to 3 hours to process; for bitcoin it says about 2 hours, depending on the network. When you submit one, Crypto.com emails to say it has your request, and sends a separate notification once it has processed it. Until then nothing is on the Bitcoin network, so no block explorer can show it. Once it has been sent, it has a transaction ID, which Crypto.com calls the TxHash, and it waits for a block like any other payment.

Find the TxHash and look it up

In the Crypto.com App, tap the withdrawal in your bitcoin Token Wallet or in your Transaction History, then tap the “Withdraw to” address. You can copy the TxHash there. Paste it into UTXOHub’s search. The payment’s page says whether it is waiting for a block or confirmed and, if it is waiting, roughly when it will probably confirm. Once it has confirmed, the bitcoin has left Crypto.com, and the wallet or exchange that received it decides how many confirmations to wait for before it shows the bitcoin.

• Crypto.com sends withdrawals from an address that isn’t your deposit address, so the payment won’t show your own address as the sender.
• Check that you withdrew BTC on the Bitcoin network. Crypto.com says withdrawing bitcoin to another chain, such as Cronos, gives CDCBTC, a token backed by bitcoin, which isn’t on the Bitcoin blockchain. No Bitcoin block explorer can show it.

If Crypto.com hasn’t sent your bitcoin yet

Crypto.com sends crypto only to addresses you have whitelisted, so a new address has to be added in the app first. If you turned on its 24-hour withdrawal lock, you can’t send to a newly whitelisted address for 24 hours, and turning the lock off takes 24 hours to take effect. Crypto.com caps crypto withdrawals at 10 BTC, or the same value, in any 24 hours. Depending on where you live, the Travel Rule, a law for crypto businesses, means Crypto.com asks for the receiver’s name and country and the wallet type before you send: in the UK for withdrawals to outside wallets, and in the US above $3,000. In each case nothing is on the Bitcoin network yet, so no block explorer can show it.

• If you get an email about a whitelisted address or a withdrawal you didn’t ask for, Crypto.com says to contact its support at once, through the in-app chat if you can. Its staff can try to stop the withdrawal.

If bitcoin sent to Crypto.com is pending or missing

Crypto.com credits a bitcoin deposit after two confirmations. It sends a notification and an email about a pending deposit after the first, and another once the deposit is credited. Ask the sender for the transaction ID and look it up: with fewer than two confirmations, it is still on its way. A deposit can also stay Pending because of the Travel Rule. In the UK, Singapore and other places, tap Submit Now on the Accounts tab and give the sender’s name, country and wallet type, and Crypto.com credits it once you submit. If it has two confirmations and still isn’t in your Transaction History, check the address it paid against your Crypto.com bitcoin deposit address.

• Crypto.com’s bitcoin deposit addresses changed and now start with 3. Crypto.com says to update any older address you saved.
• For a confirmed deposit you can’t find, Crypto.com has a recovery form under Settings, Support, Crypto Deposit Recovery. It asks for the TxHash, and Crypto.com says its automatic check takes up to 20 minutes.
• In the EU and Singapore, past set amounts, Crypto.com may ask you to prove you control a wallet of your own by sending a small test payment from it, the Satoshi Test, within 90 minutes.

Cancelling or speeding up a withdrawal

Crypto.com says a crypto payment can’t be halted, cancelled, reversed or refunded once made. Its help offers to try to stop a withdrawal only when you didn’t ask for it. Crypto.com sets the withdrawal fee, listed under Fees & Limits in the app’s Settings, and its help pages describe no way to raise the fee afterwards, so a sent withdrawal waits for a block like any other payment.

Fake Crypto.com support

Delays bring out people offering to speed up or recover a withdrawal. Crypto.com says it will never send you a link to install software, or ask to reach your account or device remotely. Its Crypto.com Verify page checks whether an email address, phone number or social media account really belongs to Crypto.com, and its emails show your Anti-Phishing Code if you have set one. The Crypto.com App holds your keys for you, so it has no recovery words for anyone to ask for. Never share a passcode or 2FA code, and contact Crypto.com only through its app or chat.crypto.com.