Deposit Not Received

If your assets have not arrived after completing a deposit, it is usually related to factors such as block confirmations, network selection, or deposit status. Below are the most common scenarios and solutions to help you quickly identify the cause and resolve the issue.

Scenario 1: Insufficient Block Confirmations

[Awaiting Confirmation]

User reports: “I just transferred some USDT and it is already visible on-chain. Why has it not arrived in my platform account?”

Cause: Blockchain transfers need to be packed by miners and go through a certain number of block confirmations before the platform automatically credits the deposit. The required number of confirmations varies by coin and network (e.g., BTC typically requires 2–3 confirmations; please refer to the deposit page for details). Assets will not be credited until the required confirmation count is reached.

What to do:

1. Copy your transaction hash (TXID) and look up the current number of confirmations on the corresponding blockchain explorer.
2. Check the required confirmation count for that coin on the platform deposit page.
3. Once the required confirmations are reached, the system will automatically credit your deposit — no need to contact support.

Scenario 2: Block Confirmed but Account Not Credited

[Requires Support Verification]

User reports: “The blockchain explorer already shows several confirmations, and I have waited a long time, but the platform still has not credited my account.”

Cause: If the blockchain explorer shows that the transfer was successful with sufficient confirmations, yet your platform account has not been credited, this requires assistance from customer support to investigate.

What to do:

Please prepare the following information and contact our online support team; we will investigate immediately:

1. UID (User ID)
2. Transaction hash (TXID)
3. Deposit coin (e.g., USDT, BTC)
4. Transfer network / chain (e.g., TRC20, ERC20)
5. Transfer amount

Scenario 3: Deposited During a Suspension Period

[Deposit Suspended]

User reports: “I did not see the notice when I deposited. After transferring, I found that deposits for this coin are suspended.”

Cause: The platform may temporarily suspend deposits for certain coins due to wallet maintenance, network upgrades, or security reasons. Transfers initiated during a suspension period cannot be automatically credited and must wait until the deposit function is restored.

What to do:

1. Check the platform Announcement Center to confirm the reason for the suspension and the estimated recovery time.
2. If the announcement specifies a recovery time, please wait patiently; the system will automatically process the credit after deposits resume.
3. If there is no relevant announcement or the suspension is extended, please contact support and provide your TXID and other details so we can investigate 

Scenario 4: Deposit Amount Below Minimum

[Amount Too Low]

User reports: “I transferred 0.5 USDT, but nothing has happened — why has it not arrived?”

Cause: Each coin has a minimum deposit amount. If your deposit is below this threshold, the system cannot automatically credit it, and the assets generally cannot be refunded.

What to do:

1. Check the minimum deposit amount for the coin on the deposit page.
2. For future deposits, ensure the transfer amount exceeds the minimum requirement.
3. If a deposit below the minimum has already been made, it cannot be credited or processed — please take note for future transfers.

Scenario 5: Block Shows Failed or TXID Not Found

[Transaction Error]

User reports: “I provided the hash, but I cannot find the record on the blockchain explorer / it shows the transaction failed.”

Cause: If the transaction hash cannot be found on the blockchain explorer, or the block status shows “failed,” it means the transfer was not successfully completed on-chain and the assets were not actually sent.

What to do:

1. TXID not found: Please verify that you are using the correct blockchain explorer (e.g., TRC20 on Tronscan, ERC20 on Etherscan). If the explorer and network are correct, contact the sender (the withdrawal platform or wallet) to confirm whether the transfer was actually initiated.
2. Block shows failed: The transfer was not successful and the assets remain at the sender's address. Contact the sender to investigate the cause and re-initiate the transfer.

Scenario 6: Deposited via Smart Contract

[Non-Standard Transfer]

User reports: “I transferred via a smart contract call, not a regular transfer, and it has not arrived.”

Cause: The platform deposit system generally only recognizes standard on-chain transfer transactions. If you transfer assets through a smart contract call, contract interaction, or other non-standard methods, the system may not automatically recognize and credit the deposit.

What to do:

Please contact support and provide your TXID, coin, network, and amount. We will submit the contract transaction to our technical team to verify whether it can be credited.