If your deposit is not reflected on your account, please check out all possible reasons for that below.
In case you can't find your case, please contact us directly via the chat icon in the right corner.
- Check if the transaction is confirmed on the blockchain
Locate your transaction by inserting the transaction hash on the corresponding blockchain explorer website and check the status.
If your transaction hasn't been confirmed yet, allow some more time for confirmation or contact the sending party support team for assistance.
For more information, please refer to confirmation requirements.
- Make sure that you’ve been using the correct address
For each and every currency there’s a separate address. For example, it’s not possible to send BTC to a USDT address. In case you’ve accidentally send one currency to another currency's address, please refer to our policy on recovery of mistakenly sent deposits.
Update: from 10 May 2018, ETH and Ethereum tokens have one address. Please generate a new address on your Account page.
Deposits of Ethereum to a token address or vice versa sent before 10 May 2018 are considered as a transaction sent to a wrong address.
- Make sure that you’ve specified the correct payment ID, if required
Several currencies share one public address for all incoming transactions. In that case your own Payment ID (or message, or destination tag, etc.) is used to tie a particular transaction to your account. In case you forgot to specify it - please contact our support team, they will be happy to help.
- Check currency performance on the System Health page
We are updating our wallets software on a regular basis. During the update process there’s a notification in the “Deposits” section. You may also check the status for each coin on the System Health page. Red field means that deposits are temporarily switched off for the currency.
Once the update is completed, some time is required for wallets to be synchronised with the blockchain. That’s why your deposit could take a bit longer to proceed. Don't worry, it won't be lost.
If the "Deposits" field of the currency is green, check the current time of processing in the next column. It depends on the network load and sometimes may take several hours or more. It is not possible to speed up deposits processing.
- Make sure you send an integrated coin
If you deposited a coin to your address which is not integrated, it's not possible to credit it to your account or send back to your external wallet.
How to make sure the currency is integrated? Please look up for the currency's ticker on the System Health page. If it's not there, it means that we do not have this currency integrated yet.
- For ETH tokens: make sure you send original tokens
Please see Where is my ETH token deposit? for instructions.
- If none of the above is your case
If you can not find the reason why your deposit is being delayed, please contact us by tapping the chat icon on the bottom right of the screen.