Frequently Asked Questions - Transaction (Deposit and Withdrawal)

Fiat

1. Where can I find my Tokenize wallet?

If your account is still unverified, you will be unable to access your wallet until your account is verified. For verified account, your Tokenize wallet can be found by clicking 'Wallet' on the top right corner of the website and proceed to click on 'My Assets' . On our mobile app, ‘Wallet’ tab is the second tab from right.

2. How do I add bank account(s) on Tokenize?

On our website, please click 'Wallet' and choose 'Deposit'. Next, click 'Manage Bank Accounts' to add your bank account at Tokenize Malaysia. On our app, tap ‘Wallet’ and choose ‘Fiat (MYR)’. Tap the ‘Malaysian Ringgit’ tab and then, select ‘Deposit’. Select ‘Bank Transfer', tap 'Bank Name' and then, 'Add Bank Account' to add your bank account at Tokenize Malaysia.

3. Can I add more than 1 bank account?

Yes, you may add up to 10 local bank accounts of yours at Tokenize Malaysia.

4. Can I register a joint bank account?

Yes you can. However, we will need you to provide us with proof of relationship document (birth certificate or marriage certificate) to prove the relationship between your joint bank account partner and yourself. Our support team will be in contact with you via email to request for the proof of relationship document.

5. How do I deposit fiat money to my Tokenize wallet?

On our website, please click ‘Wallet’ and choose 'Deposit'. Then, choose to perform fiat deposit via Bank Transfer or eGHL Pay. On our app, tap ‘Wallet’ and choose ‘Fiat (MYR)’. Tap the ‘Malaysian Ringgit’ tab and then, select ‘Deposit’. You may add a new bank account or select an existing funding source.

6. How long does it take for my fiat deposit to reflect in my Tokenize wallet?

Instant transfer will take 24 hours, while Interbank Transfer (GIRO, IBG) may take an additional 2-3 working days (depending on the bank's processing time) for the transaction to be cleared. Deposits through eGHL Pay will be instant. More info on our Fiat Deposit & Withdrawal Processing Time: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/1500002759522-Fiat-Deposit-and-Withdrawal-Processing-Time 

7. Is there a fee to deposit fiat?

There is no fee charged for fiat deposits.

8. What is the minimum and maximum limit for fiat deposit?

The minimum amount for fiat deposit is RM100 and maximum amount is RM100,000, daily.

9. I would like to make a RM200,000 deposit to my Tokenize wallet, but the daily fiat deposit limit is capped at RM100,000. Is it possible to raise the limit?

The minimum amount of fiat deposit is RM100 and the maximum amount is RM100,000 per day. It is not possible to raise the limit for now.

10. Is the deposit and withdrawal limit of a corporate account is different to that of an individual account? Can we request to raise the limit?

No, the deposit and withdrawal limit are similar for both individual and corporate account and they cannot be raised.

11. Can I deposit money to my Tokenize wallet using someone else’s account?

No, you can only deposit using your registered bank account on our platform - not from a third party’s account, otherwise the deposit amount will be refunded. Refunds are charged an admin fee of up to RM50 and may take 14 business days to process.

12. Why must I enter a reference code for each deposit transaction?

This is important for us to identify your deposit and to credit the funds to your trading account.

13. I did not enter the Reference Code when making an online bank transfer for my fiat deposit.

Please reach our support team at [e-mail] and state the reference code in your email.

14. Does Tokenize Xchange Malaysia accept USD deposits from Malaysian bank accounts?

No, we do not. All trading only involves Malaysian ringgit (MYR).

15. Can I deposit using my credit card?

No. As for now, only deposit via bank transfer and eGHL Pay are accepted.

16. How do I withdraw fiat money from my Tokenize wallet to my bank account?

On our website, please click ‘Wallet’ and choose 'Withdraw'. On our app, tap ‘Wallet’ and choose ‘Fiat (MYR)’. Tap the ‘Malaysian Ringgit’ tab and then, select ‘Withdraw’. You may add a new bank account or select an existing bank account. You may also refer to this article for a step-by-step guide for a successful fiat withdrawal: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/7417638955415-For-Website-How-to-Withdraw-Fiat-Money 

17. What is the minimum and maximum limit of fiat withdrawal?

The minimum amount of fiat withdrawal is RM300 and the maximum amount is RM100,000, daily.

18. My fiat withdrawal has not been processed yet.

Please note the cut-off time for fiat withdrawal; withdrawal made before 11.30a.m will be processed by noon and the one made between 11.30a.m – 3.30p.m will be processed by 6p.m.

Effective 8 August 2022, Tokenize Xchange implements the prohibition of same day and/or simultaneous deposit and withdrawal policy. Any withdrawal of funds from your account that originated or derived from the deposit of funds within the interval of twenty-four (24) hours is strictly prohibited. Do not forget to check your Junk/Spam folder too for the withdrawal email if you are unable to locate it in your inbox.

19. My fiat withdrawal status is done/successful. But why I still have not received it in my bank account?

That means our team has processed your withdrawal request. The bank will need a couple of hours to process it on their end, so you will receive your fund either by 8 p.m or 11 p.m, depending on the time you submitted your withdrawal request. More info on our Fiat Deposit & Withdrawal Processing Time: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/1500002759522-Fiat-Deposit-and-Withdrawal-Processing-Time 

20. Can I withdraw my money to another person through Tokenize?

No, users are unable to withdraw their fiat money to another person’s bank account account.

21. What happens if the system or the mobile app crashes? What will happen to our money?

Rest assured that your funds and assets are still protected. We have a backup system in place and digital assets are protected under an insurance coverage.

Digital asset

1. How do I deposit digital assets to my Tokenize wallet?

On our website, please click ‘Wallet’, and then click the 'Deposit' icon next to the digital asset that you would like to deposit. Your wallet address and QR code will pop up for depositing purpose. On our app, tap ‘Wallet’ and then, choose the coin you wish to deposit, and tap ‘Deposit’. Your wallet address and QR code will pop up for depositing purpose. You may also refer to this article for a step-by-step guide on digital asset deposit: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/7417640305943--For-Website-Digital-Asset-Deposit 

2. I made a digital asset deposit into my Tokenize account. It has been more than 24 hours but the assets have not reached my wallet yet. What should I do?

Please check if you chose the correct network for the deposit. For instance, your ETH deposit is pending because you used BSC network, while Tokenize only supports ERC20 network for Ethereum transactions.

3. How do I withdraw my digital assets to my wallet on other exchange?

On our website, please click ‘Wallet’ and choose the coin that you would like to withdraw. Click the 'Withdraw' icon next to the desired coin and you will be prompted to fill in the address, destination tag (for Ripple) and amount of coin to withdraw. Once you have made the withdrawal request, please note to confirm the withdrawal by clicking the link in the withdrawal confirmation email sent to you. Finish the steps by keying the six digit 2-Factor Authentication code. Once you have made the withdrawal request, please note to confirm the withdrawal by clicking the link in the withdrawal confirmation email sent to you. Finish the steps by keying the six digit 2-Factor Authentication code. You may also refer to this article for a step-by-step guide on digital asset withdrawal: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/7418298604311-For-Website-Digital-Asset-Withdrawal

4. How long does it take for digital asset withdrawal to complete?

Depending on the volume of withdrawals, network traffic and accuracy of information provided - withdrawals may take anywhere between a few minutes to a few hours. If the withdrawal is still pending for more than 24 hours, please send us a screenshot of your digital asset transaction history and Transaction ID to [e-mail] and we will check it for you.

5. Is there any fee charged for digital asset withdrawal?

Yes, a fee of 0.1% of the withdrawal unit or a minimum unit of digital assets will be charged, whichever higher. You may also refer to this article regarding the fees and charges: digital asset withdrawal: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360038446814-Fees-and-Charges-

6. Do I need to enable 2FA to withdraw digital assets?

Yes. Users can only perform withdrawal when 2FA is enabled.

7. I made a digital asset withdrawal 2 days ago and I have yet to receive the coins on my other wallet. What should I do?

Depending on the volume of withdrawals, network traffic and accuracy of information provided - withdrawals may take anywhere between a few minutes to a few hours. If the withdrawal is still pending for more than 24 hours, please send us a screenshot of your digital asset transaction history and Transaction ID to [e-mail] and we will check it for you.

8. Can I withdraw my coins directly to my bank account?

No, you must first sell your coins and you will receive the money from the sale in your Tokenize wallet. Then, you can withdraw the money from your Tokenize wallet to your bank account.

9. Can I withdraw my coins to another user on Tokenize?

Yes, simply tick off the internal transfer box before clicking ‘Withdraw’.