If your fiat withdrawal appears delayed or incomplete, you can submit a support ticket to have it investigated by our team. Follow the step-by-step instructions below to ensure your ticket is submitted correctly, along with the necessary evidence to expedite the process.
Step-by-Step Guide
Step 1: Access the Transactions Page
Navigate to your profile icon (avatar) located in the top-right corner of the screen.
From the drop-down menu, select “Transactions”.
Filter the transaction list by clicking “Withdraw” to display all withdrawal-related activity.
Step 2: Find the Relevant Withdrawal
Locate the withdrawal you are concerned about. Click on the transaction to open the Order Details page.
Scroll down to the bottom of the order page and click on “Create a Ticket.”
Step 3: Provide the Required Information
On the ticket submission form, fill out all required fields and upload the necessary supporting documents:
[Compulsory] Bank Statement (PDF): Must clearly show the transaction record and the recipient account. Ensure the document is legible and complete.
[Optional] Video Evidence: Record a screen capture or mobile video showing the transaction from your banking app/portal. It must include:
Your name
Transaction record
Recipient’s account details
Video evidence instructions:
1. Start by recording the screen from the homepage of your mobile banking app/banking website.
2. Ensure the complete bank account number, UPI, and UTR is clearly visible in the video.
3. Navigate to your transaction records from the order creation date to today.
Note: Please make sure the recording is made from a third-person perspective to ensure validity.
Password (if applicable): If your bank statement is password-protected, enter the password in the provided field.
Step 4: Submit Your Ticket
Once everything is completed and double-checked, click “Submit.”
Once your ticket has been submitted, you will then be directed to the message box interface with a confirmation message.
In there are any additional evidence/corrections needed to be made, you can view your ticket and continue communication with the Fiat Investigation Team in the message box.
Step 5: Track Your Ticket Status
You can return to the Order Details page at any time to view the status of your ticket.
Ticket Status Meanings:
Pending / On Hold: Your submission is under review. Please wait while the team investigates.
Successful: Your withdrawal has been completed. Contact your bank for confirmation of funds.
Failed: The ticket has been rejected due to incomplete or incorrect evidence, or other reasons. If you have new or corrected documentation, contact customer support to submit a new ticket.
⚠️ Important Reminders
🚫 Orders older than 30 days are not eligible for investigation.
✅ All submitted information must be accurate, truthful, and complete.
❗ Errors, tampered evidence, or false claims may result in ticket rejection and delay.
🔁 Review all details before submission to prevent unnecessary processing time.
By following these steps carefully and providing all required materials, you’ll help the Fiat Investigation Team resolve your case efficiently. Thank you for your cooperation.
If you have further questions or need clarification, contact our support team directly through the in-app chat.