Thank you for your support of Infini! When you initiate a fiat withdrawal or cash-out (it also called offramp), the transaction may fail due to reasons such as banking issues, payment channel limitations, or compliance reviews. In some cases, relevant banks or intermediary institutions may charge processing fees, which may affect the final refunded amount. This article will introduce several common scenarios.
Offramp Failure & Reversal – FAQ
1️⃣ Why did my offramp fail?
Offramp failure is usually caused by one of the following reasons:
🔹 Recipient Information Issues
The recipient account number was entered incorrectly
The bank details (such as SWIFT/BIC) are incorrect
The recipient account has been closed or does not exist
The recipient name does not match the bank’s records
👉 Recommendation: Please re-check and make sure the recipient information is consistent with the bank’s records or meets the bank’s requirements.
🔹 Bank or Channel Restrictions
The recipient bank you provided does not support cross-border or foreign-currency incoming transfers
The bank or payment channel rejected the transaction due to its own risk-control reasons
The single transaction amount exceeds the bank’s or channel’s limit
These situations are usually determined by the bank or payment channel, and Infini cannot guarantee that all offramp requests will be processed successfully.
👉 Recommendation: Try using a different recipient bank or attempt again later.
🔹 Compliance or Risk Control Reasons
The transaction triggered a compliance or risk-control review
It involves restricted, sanctioned, or high-risk countries/regions
Due to compliance obligations, such transactions may be delayed, rejected, or returned. The final outcome is subject to the final review result.
👉 Recommendation: Please contact customer support for assistance with verification.
🔹 System-Related Reasons
Network issues or bank processing timeout
The transaction was not completed within the valid time window
If it involves issues with the bank or third-party systems, the processing time may be beyond Infini’s control.
👉 Recommendation: Please contact customer support to help verify.
2️⃣ What is a “Reversal”? Why was my money returned?
Reversal means: The payout was sent, but during bank processing it failed to be credited for various reasons, and the funds were returned by the bank via the original route.
Common reasons for reversals include:
The recipient account is invalid or restricted
The recipient bank does not support foreign-currency or cross-border incoming transfers
The recipient actively refused to receive the funds
Compliance or bank risk-control reasons
In general, if the reversal is successfully processed, the funds will be returned to your account balance after deducting any necessary bank or intermediary fees. The actual result and the credited amount are subject to the final processing outcome of the bank or payment institution.
3️⃣ Are there any fees for reversals?
Under the current policy, Infini does not charge any additional platform fees for reversals, and it will not charge any platform service fee for the failed offramp.
However, during bank or intermediary processing, the following costs may still occur:
Bank or intermediary bank fees
Exchange-rate differences resulting from foreign exchange conversion
👉 Therefore, the actual returned amount is subject to the final credited amount. Relevant details can be viewed in your account transaction history.
4️⃣ Friendly Reminders
Cross-border and foreign-exchange transactions are affected by multiple banks and regulatory authorities, so processing times may be delayed
Using real, complete, and accurate information can reduce the risk of rejection or return
We recommend prioritizing bank accounts that support foreign-currency and cross-border incoming transfers to improve the feasibility of the transaction
Infini reserves the right, in accordance with applicable laws and regulations, regulatory requirements, and risk management needs, to adjust or restrict related transactions.
Kind Reminder:
Infini provides services in accordance with applicable laws and regulations, regulatory requirements, and the compliance arrangements of our partner institutions. In certain offshore jurisdictions, relevant business activities are conducted through compliant channels. The withdraw funds (off-ramp) function is only available to regions and bank accounts that comply with applicable laws, regulations, and platform rules. We do not provide RMB-related businesses or services to entities or individuals in Mainland China.
The above examples are for the purpose of illustrating the operational process only and do not constitute a commitment regarding successful account binding, availability, or the final receipt of funds. Actual results are subject to system processing and feedback from relevant banks or third-party institutions.