How can I withdraw assets from Hex Safe?

There are three stages in the process of completing a withdrawal:

1. Initiation
2. Approval
3. Release

The first two steps are common to each type of wallet solution.  

1. Initiation. 

A withdrawal request is initiated via Hex Safe by a user with Initiator role.

In order to withdraw digital assets from Hex Safe you shall follow the next steps:

1. Click the Withdraw tab at the top of Hex Safe;
2. Choose the Account to withdraw from;
3. Search and select the Asset you wish to withdraw. Please be mindful of the asset network choice: ensure the asset is being sent on the blockchain network supported by Hex Safe.

   If assets are sent using the wrong network there is a very high chance to lose the funds.  

4. Select the Wallet you wish to withdraw from: 
   1. if you only have one wallet, the system will pre-select for your convenience; 
   2. if you have more than one, please make sure to select the correct wallet.
5. Set an Amount of assets or USD equivalent.
   1. If you wish, you may add a note to the transaction.
6. Select a Recipient Address from your Address Book or paste an address.
7. Choose a Transaction Fee.

Now press Create Withdrawal Request and enter the two-factor authentication code generated from your Google Authenticator App on your mobile device.

Alternatively, if you had your Security Key or Touch ID set up, use one or the other to authenticate yourself. Touch ID only works on the Chrome browser. 

2. Approval.

Users with the Approver role will receive Authy notification to approve or reject the request. The notification will expire after 24 hours. 

3. Release.

The release process happens differently for Cold Wallet and ZeroKey Wallet users. Find the right instructions for your wallet below. 

For Cold Wallets:

Verification call (optional): after the transaction approval is done, Initiator confirms identity and transaction details with a Hex Trust client officer via a recorded call. The Google Meets link for this call will be sent via email after the Authy approval. 
Please disregard the verification email with the booking link if you disabled this procedure.

Release: Hex Trust team releases the funds from the Cold Wallet.

• Request Cut-off Time: 4pm HKT on a working day
• Request verification (Verification Call): 9am - 7pm HKT on a working day
• Withdrawal Processing
  • Request made before cut-off: Within 4 hours after request is made (t+0)
  • Request made after cut-off: The next working day, within 4 hours after verification call is completed

For ZeroKey Wallets: 

Release: upon approval of the withdrawal, users with the Operator role will be notified via email that a withdrawal is pending release. Operators will then need to:

1. Open the Hex Safe Application; 
2. Click the Control Center tab;
3. Insert the Yubikey and press Send Key.

As soon as enough Operators send their key following the m/n release scheme, the withdrawal will be released. Your m/n release scheme is specified in the Custodian Handbook that was signed by you when you were onboarded.