Mission 2 · Register & KYC
Hata account stuck? Find your screen here
Every way a Hata account gets stuck and how to fix it. KYC Rejected or Incomplete, missing email OTP, lost 2FA, locked account, jailbroken phone, withdrawal Pending.
Quick answer
- Most problems you can fix yourself. Resubmit KYC, check Spam for the OTP, or wait for the period Hata states.
- For anything you cannot fix yourself, open a ticket through Contact Support in the app.
- Hata never calls or DMs you first. Do not respond to "support" that contacts you.
What you need
- The email and phone you used to register
- A screenshot of the screen you are stuck on
Find your situation
Pick the one closest to the screen you are on right now.
KYC status “Rejected”
Hata needs more information. Open Profile → Security → Identity Verification Status to see what is missing, and submit again. Common reasons are a blurry photo, a MyKad cut off at the edges, a dark selfie, or an IC that already has another account. The full list of reasons is in the KYC tutorial.
If you have already tried many times, the limit is 10 times a day; after 10 rejections, wait 24 hoursKYC attempt limit: 10 times a day; after 10 rejections, wait 24 hours.
KYC status “Incomplete”
You stopped halfway. Log in again and continue. This time, do not refresh the browser during the process, and use your phone so the photos are clearer.
KYC status “Pending”
Pending on Hata means you have not submitted anything yet, not that it is being reviewed. Open Identity Verification and start.
Email OTP not arriving
The email OTP is 6 digits, valid for 30 minutesEmail OTP: 6 digits, valid for 30 minutes. If it does not arrive:
- Make sure you are logged in to the right email account.
- Check your Spam, Promotions or Junk folder.
- Check that your inbox is not full.
- Mark Hata’s emails as safe so they do not go to Spam again.
Lost phone or 2FA
If you saved the 16-digit backup code when you set up the Authenticator app, use that code to recover your account. If you do not have it, open a 2FA reset ticket through the help centre. Hata will ask for identity verification depending on your account status.
Account locked (frozen)
Open a ticket through Contact Support to appeal, and attach a clear photo of your MyKad. Hata will review it and contact you by email.
App will not open on your phone
For security reasons, Hata blocks the app on phones that have been jailbroken or rooted. Use a regular phone, or log in through the web at app.hata.io.
Deposit not credited
Make sure the money comes from a bank account in your own name. Deposits from someone else’s account are returned with a RM0.50Refund charge for deposits from someone else's account: RM0.50 charge. If your bank has deducted the money but Hata has not credited it, open a ticket with proof of payment.
Withdrawal stuck on “Pending”
Pending means the request has been received and is waiting in the queue. Ringgit withdrawals usually take 0 to 12 hoursRinggit withdrawal time to bank: 0 to 12 hours. Outside banking hours, some transactions are processed manually during the next business hours. Only open a ticket if it has been more than 12 to 24 hours.
When will this withdrawal arrive?
Pick the method, amount and time. Daus checks the limits and tells you what to expect.
What to expect
Amount is within the limits.
0–12 hours
Hata says ringgit withdrawals take 0 to 12 hours to reach your bank, and most are quick.
It's late at night right now. Most withdrawals still go through, but those needing a manual check may wait for the next business day: Wed, 23 Sep 2026.
Withdrawals only go to a bank or DuitNow account in your name that Hata has verified (a new account: up to 1 business day).
Open a ticket via Contact Support if it hasn't arrived after 12 to 24 hours.
Sent crypto but it did not arrive
Check the network and the minimum amount. If you sent less than the minimum, the coin is not credited automatically, but you can apply to recover it. If you sent it on the wrong network, it usually cannot be saved. The details are in the send and receive tutorial.
How to open a ticket
In the app, tap Contact Support, choose a category, fill in your name, email and a description, and attach a screenshot. On the web, go to hata.io → Help Centre → the headset icon at the bottom right. The full steps are in the contact support tutorial.
Common questions on this topic
Why was my KYC rejected?
Common reasons: your location was detected in a country Hata does not serve, documents failed several times, the same ID already has another account, you are under 18, or a compliance decision. If you think it's a mistake, open a ticket through Contact Support.
Source: Hata Help Centre #610331 ↗
What does the KYC status "Incomplete" mean?
It means you started but stopped halfway. Open Profile → Security → Identity Verification Status and continue. "Pending" means you have not submitted at all yet.
Source: Hata Help Centre #610424 ↗
My deposit hasn't arrived. What now?
First check the status in your transaction history, and make sure the money came from an account in your name. If your bank deducted it but Hata has not credited it, open a ticket through Contact Support with proof of payment.
Source: Hata Help Centre #618957 ↗ · Hata Help Centre #607829 ↗
My withdrawal is stuck on "Pending". What do I do?
"Pending" means the request was received and is queued, perhaps for compliance checks or because banks are closed. Wait up to 12 hours first. If it goes past 12 to 24 hours, open a ticket through Contact Support.
Source: Hata Help Centre #618964 ↗
Lost my phone. What about 2FA?
If you saved the 16-digit backup code when setting up the Authenticator, use it. If not, open a 2FA reset ticket via the help centre; Hata will ask you to verify your identity.
Source: Hata Help Centre #619020 ↗ · Hata Help Centre #619024 ↗
Already have a Hata account?
Open the app and do this step now, while it is fresh in your mind.
Risk: Crypto prices can fall more than 50%. Daus is currently at a loss too. Rewards and rebates are not guaranteed. Not financial advice.