Overview
If you've transferred cryptocurrency to your account but your balance hasn't updated, don't panic. In most cases, your funds are safe. This guide will help you identify the issue and find a resolution.
| ⚠ Note: Blockchain transactions are irreversible once sent. Always double-check the address, network, and amount before transferring. |
Step 1: Check the Blockchain First
Before contacting support, look up your transaction on a blockchain explorer (e.g., Etherscan for ETH, blockchain.com for BTC). You'll need your transaction hash (TxID / TxHash), which can be found in the withdrawal history of the platform you sent from.
| Blockchain Status Guide |
| • Unconfirmed / Pending — The transaction is being processed by miners. Please wait and check again shortly. |
| • Confirmed — The transaction was successfully recorded on-chain. Proceed to Step 2 to investigate platform-side issues. |
| • Not Found — The transaction may not have been broadcast successfully. Contact the support team of the sending platform. |
Step 2: Common Reasons for Missing Deposits
Not Enough Confirmations Yet
Different blockchains require different numbers of confirmations before deposits are credited. Bitcoin typically requires 3–6 confirmations (about 30–60 minutes); Ethereum requires 12–24. Wait until the required number is reached — funds usually credit automatically.
Network Mismatch
This is one of the most common issues. For example, sending USDT via the Solana network to a platform deposit address that only supports ERC-20 (Ethereum). Please contact support with your TxHash so we can check if recovery is possible.
Missing or Incorrect Memo / Tag
Some networks (e.g., XRP, EOS, ATOM) require a Memo or Tag in addition to the address. If this was omitted or entered incorrectly, your funds may not have been credited. Submit a support ticket with your TxHash as soon as possible — the sooner you act, the better the chance of recovery.
Deposit Amount Below Minimum
If the amount sent is below the minimum deposit threshold for that asset, the system cannot credit it and it cannot be refunded. Always check the minimum deposit amount on the deposit page before transferring.
Deposit Channel Temporarily Suspended
Some assets or networks may be temporarily suspended due to maintenance, upgrades, or security reviews. Check platform announcements to see if this applies. If it does, your funds are safe and will be credited automatically once the service resumes.
Unsupported Asset or Contract Address
If you deposited an asset not listed on the platform, or used an incorrect contract address, the deposit may not be credited. Always confirm the asset is supported before transferring.
Step 3: Contact Support
| Information Needed When Contacting Support |
| • Your account UID or registered email |
| • The asset and network used (e.g., USDT on TRC-20) |
| • The deposit amount |
| • The time of the deposit (date and approximate time) |
| • Your TxHash (transaction hash) — found in the withdrawal history of the sending platform or on a blockchain explorer |
| • A screenshot of the transaction on the blockchain explorer |
