After you initiate a withdrawal on Gate, the system may review the request based on security policies. If the withdrawal status shows "Verifying" or "Facial Recognition", please follow the instructions below.
1. About the "Verifying" Status
If your withdrawal status is "Verifying", first confirm whether your account has completed Identity Verification:
- Click "Verification Status" or log in to the Gate App and go to [User Center] – [Identity Verifcation] to check your verification status.
If identity verification is not completed, follow the on-screen instructions to submit the required documents. For detailed steps, please refer to the tutorial. - If verification is already completed but the status has not updated, please contact Customer Support or submit a ticket and provide a handheld photo, as described below.
- Handheld Photo Requirements:
You must hold both your ID document and a handwritten note in the same photo. The note must include:
Your UID/username, withdrawal order ID, purpose of the request (e.g., "withdrawal verification"), and current date.
Ensure your face, ID details, and the handwritten note are clearly visible without obstruction. You may refer to the example image below:
2. About the "Facial Recognition" Status
If the withdrawal status shows "Facial Recognition", the system requires you to complete facial verification.
- Follow the on-screen instructions to complete the facial recognition process.
- Once verification is successful, the system will reassess and update your withdrawal status.
If the status does not update, or if facial recognition fails, please contact Customer Support or submit a ticket and provide a **handheld photo** for assistance.
- **Handheld Photo Requirements:**
Hold both your ID document and a handwritten note. The note must include:
Your Gate **UID/username, withdrawal order ID, purpose of the request (e.g., "withdrawal verification")**, and **current date (YYYY-MM-DD)**.
Take a clear front-facing photo showing your face, ID information, and note. Ensure all details are fully visible. You may refer to the example image below:
Notes:
- For detailed steps on contacting support, refer to How to Contact Gate Customer Service: A Complete Guide.
- If you need to cancel a withdrawal due to an incorrect address/network selection while in "Facial Recognition" status, do not proceed with facial verification. Contact Customer Support immediately and explain the reason for cancellation.
- If identity verification or facial recognition fails or shows no response, we recommend updating the App to the latest version or switching to another device to complete the process.
- If you are using the web version, we recommend switching to the mobile or desktop App (with a working camera) to complete the facial recognition process.
- Do not resubmit the withdrawal request while it is in "Verifying" status.
