For Fiat Withdrawals
Please allow for up to 2-3 business day for the wire transfer to be executed. The status will be shown as "succeed" once the money has been wired out from our side. If your withdrawal is still not received after 5-7 business days, please call your receiving bank to check first. In the event that the money refunded back to us due to the wrong banking details provided by you, please open a support ticket and we will resend the funds once you confirm with you again the correct information.
For Cryptocurrency Withdrawals
I made a transaction from Lucent to another Exchange/Wallet, but I haven’t received my funds yet. Why?
If you encounter an issue where your withdrawal is missing, please check the corresponding log in the Withdrawals History page in your Account Center
Depending on situation, especially for large withdrawals, manual approval by our finance team is required to ensure security of funds. For these transactions, please allow us up to 12hrs to manually validate and release the crypto. Once approved, the status will change to succeed, and a TxID will be generated within 5 to 60 minutes, indicating that Lucent has begun the transfer on the corresponding blockchain.
When you see the TxID, please click on Check to the right of the TxID to check its status and confirmation on the blockchain. Here are the steps to follow when checking the confirmations:
- If the blockchain showed that the transaction has not yet been confirmed, please be patient and wait for the confirmation process to complete.
- If the blockchain showed that the transaction is already confirmed, it means that Lucent has transferred coins successfully and cannot do anything to help you. If you still had issues, please negotiate with the owner of destination address.
- If a TxID has not been generated within 6 hours after clicking the email link to confirm the withdrawal, please reopen the ticket and attach the following:
- Withdrawal history screenshot with the transaction.
On rare occasions, transactions can fail due to network congestion and the status might be incorrectly shown. Please open a ticket with a screenshot of the transaction and we will re-process the withdrawal manually.
Note that due to the nature of blockchain, all withdrawals are irreversible.