Why is my withdrawal still pending?


When completing the corresponding fields for your withdrawal ticket, you should take into account that, when entering your two-factor authentication code (2FA) the process has not yet been completed.



After generating your ticket, you can see the following notification on the screen:



It indicates that you must go to your email inbox for security reasons to move forward with the process of your application.


Before confirming via email, you must verify that the information is correct. If not, you have the possibility to cancel. Please note that, once the confirmation by mail has been made, the transaction cannot be cancelled. 



If you have already verified that the information is correct and you want to confirm the withdrawal, you must go to your email, identify the confirmation email of the transaction, which you can find in the inbox, notifications, promotions, unwanted or spam. 



  • Verify that you have access to your email and that it's enabled to receive new messages.


If so, after having identified the confirmation email corresponding to the transaction, you must click on the "Confirm withdrawal"



Subsequently, you will automatically receive an email, which will indicate that the transaction is being processed.


Once your withdrawal is processed, you will receive an email, which will indicate the final status of the operation. In case your withdrawal request has any observations, we will contact you as soon as possible via email.