What should I do if my deposit has not arrived?
Check the transaction on a block explorer, then contact support with the transaction hash.
If your deposit hasn’t shown up in your balance, don’t worry, this is usually resolved quickly once we can trace the transaction. Work through the steps below in order before reaching out to support.
1. Check That the Transaction Confirmed
Paste your transaction hash into a block explorer for the network you used to send your deposit.
| Status | What It Means |
|---|---|
| Pending | The transaction hasn’t confirmed yet. Wait a few minutes and check again. |
| Confirmed | The funds have left your wallet. Continue to step 2. |
| Failed | The funds never left your wallet. They should still be there. |
2. Check the Receiving Address
Compare the destination address shown in the block explorer against the deposit address given by the cashier, character by character. Even a single mismatched character means the funds went somewhere other than intended.
3. Check the Network
Confirm you sent your deposit on the same network the cashier displayed. This is one of the most common causes of delayed deposits: a transfer sent on the wrong network will still confirm on-chain, but it won’t be recognized or credited by the cashier.
4. Contact Support
If your transaction is confirmed, sent to the correct address, on the correct network, and it’s been more than 30 minutes, reach out to our support team with the following details:
- The transaction hash
- The network you used
- The amount sent and the approximate time it was sent
The transaction hash is essential. With it, support can trace almost any deposit. Without it, there’s very little we’re able to look into, so always have it ready before you reach out.