After a withdrawal is initiated on Gate, the system may place the request in “Verifying” status based on security protocols. If the withdrawal status is marked as “Verifying” or “Facial Recognition”, please follow the guidance below.
1. About the "Verifying" Status
If your withdrawal status is “Verifying”, please first check whether your account has completed Identity Verification:
- Click on Verification Status to check your verification status.
- If you haven't completed identity verification, follow the prompts to submit the required documents.
- If you have already completed verification but the status remains unchanged, please contact us at support@gateio.jp and provide a handheld photo as described below.
- Handheld Photo Requirements:
Hold both your ID and a handwritten note in the same photo. The note must include:
UID/username, withdrawal order ID, purpose (e.g., "withdrawal verifying"), and current date. Ensure your face, ID details, and note are fully visible. Example:
2. About the "Facial Recognition" Status
A "Facial Recognition" status indicates the system requires facial verification:
- Complete the facial recognition process as prompted.
- After successful verification, the system will reassess and update the withdrawal status.
- If the status persists or facial recognition fails, contact customer service or submit a ticket with a handheld photo for assistance.
- Handheld Photo Requirements:
Hold both your ID document and a handwritten note. The note must include:
Your Gate UID/username, withdrawal order ID, purpose (e.g., "withdrawal verifying"), and current date (YYYY-MM-DD).
Capture a clear, front-facing photo with your face, ID, and note fully visible. Example:
Notes:
- If the withdrawal needs to be canceled due to an incorrect address or chain selection during Facial Recognition, do not proceed with verification. Please contact us immediately at support@gateio.jp
- If you are using the web version, we recommend switching to the mobile or desktop app (with a functioning camera) to complete the facial recognition process.
- Please do not resubmit the withdrawal request while it is in "Verifying" status.
