Follow these steps to send crypto to an external wallet using fast or normal speed:
Open the Shakepay app.
Click on Bitcoin or Ethereum depending on which crypto you wish to send.
Click Send.
Click the field and paste the address from your clipboard.
Click the wallet address which will populate below from your clipboard.
Input the amount you want to send.
Click Continue.
Click on Speed and select Fast or Normal depending on your preferred speed.
Click Send.
Once you have confirmed the transaction through the email you received, you will find the transaction in your Bitcoin account transaction history.
Notes: If you have crypto withdrawal email confirmations active, you will need to check your emails and confirm the withdrawal in the email you received for this withdrawal.
Troubleshooting and common questions
How do I view my transaction ID or transaction hash?
You can check the status of your crypto withdrawal by following these steps:
Open the Shakepay app.
Click on Bitcoin or Ethereum depending on which crypto you sent.
Click the transaction you want to view. Your crypto transfer transaction details will be displayed.
Click View on the blockchain at the bottom of the screen.
I sent crypto to an external wallet but it was not received.
If you sent crypto to an external wallet and your transaction ID shows as confirmed on the blockchain, it means the crypto has been received in the external wallet. First, check the status of your transaction in your Shakepay wallet.
You can check the status of your crypto transaction to see if it's confirmed on the blockchain by following these steps:
Open the Shakepay app.
Click on Bitcoin or Ethereum depending on which crypto you sent.
Click the transaction you want to view. Your transaction details will be displayed.
Click View on the blockchain at the bottom of the screen.
If you sent it to a new platform or to someone else, please kindly contact our support team so they can take a look. If it wasn't credited to your external wallet, you can contact the receiving platform and provide them the transaction hash.
I sent crypto to the wrong address, how can I cancel it?
You cannot cancel a crypto withdrawal if you have already sent it out. All crypto transactions are irreversible. This means it is not possible to retrieve any outgoing crypto transactions or crypto transfers that have already been sent out.
I’m not able to send crypto out!
Make sure your account is not limited. If it is, contact support to resolve the issue.
Make sure you are using the minimum crypto required to send - 0.001BTC and 0.05 ETH
Make sure you don’t have an account hold. If you have edited some login information, you can’t send crypto for 24 hours.
Make sure you are confirming the transaction by clicking the confirm withdrawal button in the Shakepay email titled “[Action required] - You are sending X.XX …”
I’m not receiving confirmation emails
If you are not receiving the confirmation email for your crypto withdrawal or crypto transfer, please do the following:
Check your spam folder
Search your inbox with the following terms “[Action required] - You are sending”
Check if your inbox is not full and in that case, delete a few emails.
Make sure you are checking the inbox linked to your Shakepay account.
Try logging in your inbox from a computer. Sometimes, not all emails are displayed on mobile.
Log in the original inbox if you have an email redirection.
If all this fails, you can try whitelisting the Shakepay domain or adding Shakepay as a Safe sender. Follow these steps:
Search your inbox with the term “Shakepay”
Locate any email from Shakepay [email protected]
Open the email.
Click the 3 dots in the corner right.
Add to whitelist/priority/safe sender.
How long does it take for crypto withdrawal to be broadcasted if I select fast as a speed?
If you select the fast speed option when withdrawing your crypto to an external wallet, your transaction will be broadcasted in approximately 10 minutes.
How long does it take for a crypto withdrawal to be broadcasted if I select normal as a speed?
If you select the normal speed option when withdrawing your crypto to an external wallet, your transaction will be broadcasted between 1 to 12 hours.
How many free transactions do I get per month for when I select fast as the speed to withdraw my crypto?
You will get 1 free fast transaction per calendar month, the following ones will display the cost at the time of withdrawal. If you don’t want to pay to withdraw, you can always select normal speed and the fees are on us!
How much does it cost to withdraw my crypto with the fast speed after using my free transaction?
The price of the fast crypto transaction will be displayed in real time when you choose fast before you click Send. The fee is calculated based on the current on-chain fee rates.
Can I change the speed after initiating the crypto withdrawal to an external wallet?
You will not be able to speed up your crypto transaction if you selected normal speed. If you need to withdraw your crypto transaction fast, select the fast speed before clicking Send.
What happens if I select MAX and the fast speed?
Selecting ‘Max’ indicates that you would like to withdraw your full available crypto balance. When you select ‘Max’, we automatically deduct the fee from the max amount and your crypto transaction will be processed at fast speed (~10 minutes).
What’s the timeframe for a crypto withdrawal to expire if I have email confirmations?
If you have email confirmations for your crypto withdrawals, you have 1 hour to confirm it in the email for it to be sent out to an external wallet. If you don’t confirm within the hour, your transaction will not be completed and you will need to initiate a new one.
What does it mean if my crypto withdrawal is in progress?
If your crypto withdrawal is showing as “In progress”, it means it’s ready to be broadcasted and it will be broadcasted on the blockchain depending on the speed you selected. If you select fast speed, it should be broadcasted in approximately 10 minutes. If you selected normal speed, it will be broadcasted between 1 to 12 hours.
What does it mean if my crypto withdrawal is showing Blockchain confirmations pending?
If the crypto withdrawal shows as Blockchain confirmations pending, it means it has been broadcasted and is awaiting the amount of confirmations required on the blockchain. Once your transaction has the required amount of confirmations, it will display as Completed and the crypto will be available in the external wallet.
What is the minimum I can send with a fast speed transaction?
The smallest amount you can withdraw with fast speed is 0.00005 BTC. There’s no minimum for ETH with fast speed.
What is the minimum I can send with a regular speed transaction?
The minimum you need to send using the normal speed is 0.0005BTC and 0.025ETH. If you want to send a smaller amount, you can do so by using the fast speed.
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