Why Hasn’t My Deposit Been Credited?

Transferring funds from an external platform to our platform involves three steps:

1. Withdrawal from the external platform

2. Blockchain network confirmation

3. Our platform credits the funds to your account

An asset withdrawal marked as “completed” or “success” in the platform you're withdrawing your crypto from means that the transaction was successfully broadcast to the blockchain network. However, it might still take some time for that particular transaction to be fully confirmed and credited to our platform. The amount of required “network confirmations” varies for different blockchains.

For example:

Alice wants to deposit 2 BTC into her account on our platform. The first step is to create a transaction that will transfer the funds from her personal wallet into our platform.

After creating the transaction, Alice needs to wait for the network confirmations. She will be able to see the pending deposit on her account.

The funds will be temporarily unavailable until the deposit is complete (1 network confirmation).

If Alice decides to withdraw these funds, she needs to wait for 2 network confirmations.

Due to possible network congestion, there might be a significant delay in processing your transaction. You may use the TxID (Transaction ID) to look up the status of the transfer of your assets by using a blockchain explorer.

If the transaction has not yet been fully confirmed by the blockchain network nodes, or has not reached the minimum amount of network confirmations specified by our system, please wait patiently for it to be processed. When the transaction has been confirmed, our platform will credit the funds to your account.

If the transaction is confirmed by the blockchain but not credited to your account, you may check the deposit status from the Deposit Status Query. You can then follow the instructions on the page to check your account, or submit an enquiry for the issue.

How do I check the transaction status on the blockchain?

To check the status of your transaction on our platform, log in to your account and navigate to [Personal Center] - [Deposit] - [Recording]. From there, you can view your cryptocurrency deposit record and click on the [TxID] to check the transaction details on the blockchain.Please refer to the displayed content on the page. If not already connected, please contact customer service through the Feedback Center or other available channels to obtain it.

What are network confirmations and what are the minimum confirmations required for our platform to unlock my deposit?

Network confirmation refers to the network consensus needed to verify the validity of a transaction. Once verified, the transaction will be included in a block on the blockchain.

When you make a deposit, the system will submit it to the rest of the network to confirm. Your deposit will be successfully credited once the transaction meets the minimum required network confirmation number specified by our system. Please note that the minimum requirement is different for each cryptocurrency.

For example, the minimum amount of network confirmation for a BTC transaction is 1, but for safety purposes, our platform requires at least 2 network confirmations before your BTC deposit can be unlocked. The confirmation time varies and can take up to days to confirm, please wait patiently for it to be credited.

Please note that the deposit page will only show networks that our platform supports. If you deposit via an unsupported network, your assets might be lost and cannot be recovered.