Asset Safety and Service Update - FAQs

Are my assets on Ceffu safe?

Yes. Client assets held on Ceffu remain entirely secure and unaffected from the recent incident involving Binance.

Ceffu operates as an entirely independent custodian with segregated systems. 

Why is Prime Wallet withdrawal resuming in phases?

We are reopening Prime Wallet withdrawals progressively, prioritising high-volume networks while completing the necessary checks for each network. Withdrawals on the remaining networks will resume as these checks are completed.

Why is Ceffu using new hot wallet addresses for withdrawals?

As part of enhancements to our Prime Wallet (PW) infrastructure, we have added an additional security layer and introduced new hot wallet addresses. PW withdrawals will now be processed through these new addresses.

Can I deposit or withdraw assets on Ceffu right now?

Qualified Wallet (QW) and Co-sign Wallet (CW) deposits and withdrawals services have been restored.

Prime Wallet (PW): 

Deposits: Fully operational

Withdrawals: Resuming in phases and now available for the following tokens and networks.

You may now initiate withdrawals for the tokens and networks listed above. If your previous withdrawal request was cancelled during the pause, please submit a new request.

Withdrawals for the remaining tokens and networks are being enabled in phases. If your token or network is not listed above, please contact Ceffu Support or your Account Manager for the latest availability.

Does Ceffu’s new hot wallet address affect both deposits and withdrawals?

No, the change only affects withdrawals. Your deposit addresses remain unchanged.

Withdrawals (Changed): Funds will be sent from Ceffu’s new hot wallet. If your receiving platform or counterparty requires sender address whitelisting, please whitelist the new address using the sender details shown in the withdrawal transaction.

Deposits (Unchanged): You can continue depositing to your usual Ceffu deposit address. Ensure your originating wallet address is whitelisted on Ceffu prior to sending funds, as deposits from non-whitelisted addresses will be locked.

Can I withdraw a multichain token (eg. USDT/USDC) using an active network if my preferred network is still paused?

If your asset is supported across multiple chains on Ceffu’s Prime Wallet (PW), you can initiate withdrawals through a network that has been reopened. Ensure that your destination platform supports the selected chain and deposit address.

What happens if I submitted a PW withdrawal request for a network or token that has not yet resumed?

Prime Wallet (PW) withdrawal requests cannot be submitted for those tokens or networks that remain paused. Please submit a new withdrawal request once your preferred token or network reopens.

I did not receive my PW withdrawal to my designated address even though it is showing as successful. Why?

You may check the following:

Destination address & network: Confirm the address, chain, and memo/tag match your designated wallet.

Receiving platform status: Check the status of your transactions with the designated exchange or counterparty.

Whitelist Originating address : PW withdrawals are from Ceffu’s new hot wallet address. If your designated exchange enforces sender whitelisting, they may hold or reject the transfer until the new address is added to their whitelist address.

What specific service is currently affected?

MirrorX Settlements: MirrorX settlements for tokens currently supported in PW will resume at 07:00 UTC on 10 November.

PW Withdrawals: Refer to FAQ 4 for the list of available networks and tokens.

Can I delegate and undelegate my assets through MirrorX?

Yes, MirrorX delegation and undelegation services have been restored. You can delegate and undelegate your assets to and from your Prime Wallet.

Who can I contact if I have questions or need assistance?

You can contact your Account Manager directly or reach out to our official support channel at support@ceffu.com