Chargebacks and ACH Reversal Policy
FTX US is excited to credit an ACH deposit as soon as you make the ACH request. However, in the background ACH transfers do not clear instantly. They may take 5 business days before FTX US is truly in control of the deposit you initiated.
In the event that there is an issue with the ACH deposit like a chargeback (insufficient funds), the funds that you were instantly credited with will never actually make it from your bank account to FTX US. A $10 fee may be charged in this situation.
What will that look like in my account?
If you currently hold more than $10 in USD in your account, you will see this balance decrease by the fee amount. If you have already used the instantly credited USD to buy other currencies, they will be partially sold to cover the cost of the $10 fee. We don't allow accounts to have a negative USD balance.
My charge failed on my card; why do I still see the pending charge?
Debit and credit cards that are issued by Visa and Mastercard, and your bank, work much the same way. When you initiate a deposit on FTX US with your card, our bank sends an authorization through the Visa or Mastercard network to your bank (issuing bank). Your bank sends verification to us that, indeed, you have enough funds to cover your deposit, and returns a positive authorization. If you don't have enough credit or funds in your debit account to cover, there's an immediate rejection.
If, for some reason, your charge fails - which can sometimes happen on a network with several parties involved (two banks, the issuing network, and FTX US) - FTX US cannot honor the deposit. Your bank, however, will hold the authorized amount until the network tells them that the authorization is no longer valid and the charge will not complete.
At that moment, your funds will be returned (they never left!). We cannot return them because we don't have them. Everything is subject to the speed of the card issuer and the Visa and Mastercard networks. Typically debit cards release authorization holds within a few days, and credit cards can take somewhat longer. For more information, there's a helpful article here.
FTX US cannot credit or return failed charges, as we were never in possession of them in this scenario. We suggest you speak with your issuing bank regarding a timeframe for the return of authorized funds.
If you have any questions please submit a request at ftx.us/support and we will be happy to assist.
My balance is negative. Why do I see this in my account?
If you see a negative balance, it means that one or more of your bank deposits have failed. This may be due to insufficient funds in your bank account, a problem with your bank's systems, or your bank has declined this withdrawal for another reason. We are unable to resolve these situations as they are beyond our control, but you can contact your bank for an explanation.
If you would like to make a deposit to bring the account positive, you can contact us at ftx.us/support to resolve it
I have a problem or question regarding my trades or account balances.
For trading questions please create a support ticket at ftx.us/support. One of our trading specialists will get back to you for further assistance.
I don't understand why withdrawals are limited.
Withdrawals can be limited due to several factors:
- chargebacks/failed withdrawals from your bank
- withdrawing to the wrong account
Feel free to contact us for more specific information about your account at ftx.us/support.
I withdrew to the wrong blockchain, what should I do?
Transactions using cryptocurrencies cannot be canceled nor changed once they have been initiated. Knowing this, it is really important that users should be mindful when sending digital currencies to avoid sending their funds to the wrong recipient/s or sending the wrong amount. Always check your address twice.
If you sent to the wrong blockchain on FTX US, FTX US support may be able to assist. Submit a request at ftx.us/support.
I can't login to my FTX US account with FTX App credentials. Why?
FTX App is for spot market investing and portfolio tracking and requires a separate account. To access your FTX US account - which offers several more types of investing than just spot market - on the go, you can download the FTX.US Pro App in the app store. We work hard to integrate both platforms and provide the best experience!