Main highlights:
- HTX will refund your old Huobi management fee, with 50% instantly refunded upon login.
- In the trade-to-unlock model, users can collect the remaining 50% through trading.
- 24/7 support and high-yield products demonstrate a commitment to winning back users and increasing activity.
Huobi is one of the oldest crypto exchanges, founded in 2013 and changed its name to HTX in 2023 due to increased regulation and global expansion. The idea here was to bring together all platforms such as Huobi Global and Huobi US under one brand. However, for many users, this change did not go so smoothly. During the transition, some people noticed money being deducted from their accounts, especially when funds were left untouched or the account was inactive. These deductions were known as “administrative costs.” And users complained about them online.
These fees are typically charged by exchanges to help cover things like keeping users' cryptocurrencies safe, security systems, and regulatory compliance. Fee amounts are typically small, around 0.1% to 0.5% per month, but for those who left their funds sitting for several months during the rebranding period, the fees were high and caused user dissatisfaction.
But to win back users, HTX has been trying to rebuild trust. The company launched U Wealth Management, which allows users to earn higher returns through staking and savings. This has become more attractive recently since DeFi returns have improved.
HTX now takes user complaints very seriously and has introduced 24-hour customer support and announced a refund plan. This move shows that the exchange is adopting a more user-focused approach.
A 24-hour working schedule is set. Please give us your feedback below this tweet~
Fee refund method: https://t.co/tEjlgfw0zVAs long as you register with your original email address/mobile number, 50% of the administration fee deducted from Old Huobi will be refunded immediately and unconditionally, and the rest will be unlocked through the transaction.
Welcome back everyone!
Especially since financial management is popular these days 😘 https://t.co/OsGwa1AEhp— Huobi HTX Liu Ye (@HTX_Molly) December 19, 2025
24-hour shifts: real-time feedback and support
According to Molly, cooperative marketing center Director, the exchange's team is currently working around the clock to answer user questions. The tweet asked users to respond directly with any issues or feedback. The move received a lot of attention as many users complained that customer support took several days to respond during the rebranding period.
This step is part of HTX's larger plans for 2026, especially as the crypto market becomes more active and more funds are flowing in through ETFs. Cryptocurrency trading never stops, so HTX wants to show that it can catch up with big exchanges like Binance and OKX by being always available.
So far, users say that support is responding faster, especially when it comes to issues like withdrawals and listing new tokens. Many also appreciate that HTX is becoming increasingly open and visible in its support activities.
How fee refunds work: 50% immediate, rest via transaction
In the post, Molly also talked about the money back offer. According to X's post, if users register with their old Huobi email or phone, 50% of the administration fee charged will be immediately refunded.
There are no complicated ID checks or minimum restrictions, just long-in with your old ID and the money will be transferred to your spot wallet.
The remaining 50% is not lost forever, and the amount is unlocked when users trade on HTX. This “trade to unlock” idea is similar to how DeFi projects reward users for their activity, but here it is aimed at regular cryptocurrency exchanges.
Why now? HTX wants to bring back old users, especially since its new product, U Wealth Management, offers high returns (up to 20% APY) on popular coins such as BTC and ETH.
With new ETFs and Ethereum scaling updates, this refund plan will help restore confidence and attract large investors who were dissatisfied during the switch from Huobi to HTX.
Also read: HYPE plunges more than 9% amid liquidations and ETF delays
