As a regulated broker-dealer, Hapi follows anti-money-laundering (AML) and security procedures that may require us to review certain withdrawals or hold funds for a period before they become available. These checks protect your account, other users, and the platform.
Holding periods on deposits
Funds added through certain payment methods may need to settle for a period of time before they can be withdrawn — up to 30 days, depending on the payment method used. Until a deposit has settled, that amount won't be available in your withdrawable balance. The waiting period depends on the payment method used.
Withdrawing to a different source
To withdraw funds, you may be required to verify additional information if you are withdrawing to a different account or method than the one you originally deposited from. This helps us confirm that the funds belong to you.
If you're unable to use your original deposit method, contact us for help. You may be required to share:
A brief description of why you can't withdraw to the source you originally deposited from.
A photo of the front and back of your government-issued ID.
Documentation showing you are the owner of the deposit and the receiving account (for example, a bank statement or payment receipt).
The withdrawal amount and the specific receiving account.
Account review
If your account is selected for a compliance or security review, some withdrawals may be temporarily unavailable. Check for a notification in the app, or contact us for help resolving it. Providing any requested information promptly helps us release your funds as quickly as possible.
Need help?
You can contact our support team here. We're here to help!