Blockchain asset transfer is divided into three stages:
Payout from ACE Wallet - Blockchain confirmation - Payment credited
1. System will generate "Transaction Hash” within 60 minutes, indicating that ACE wallet has completed the transfer process and the assets have been transferred to the blockchain.
2. The “Transaction Hash” of the transaction will be able to viewed in Ace Wallet App (Assets > Select Token > Withdrawal). You may use the “Transaction Hash” to check on the status of your withdrawal by using a blockchain explorer at https://etherscan.io or https://cn.etherscan.com/.
3. If the blockchain explorer indicated that the transaction is not confirmed, please wait for the confirmation process to be completed. This varies depending on the blockchain network.
If the blockchain explorer indicated that the transaction is confirmed and you are yet to receive the funds, please contact the payment platform support team for further assistance as we are unable to provide any assistance on this.
Due to possible network congestion, there might be a significant delay in processing your transaction. If 6 hours later, the “Transaction Hash” has not been generated in your account (Assets > Select Token > Withdrawal), please contact our customer support team with attach the relevant withdrawal screenshot for our further checking (delay in responding might occur for those without any relevant screenshot).