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Deposit Troubleshooting

Solve common deposit issues and delays

⏱️ Reading time: 5 min
📅 Updated: 2024-01-15
🎯 Difficulty: Beginner

📋 Quick Navigation

My Deposit Hasn't Arrived How to Check Transaction Status Issue: Wrong Network Used Issue: Insufficient Network Fee Issue: Sent to Wrong Address Issue: Amount Below Minimum Issue: Blockchain Network Congestion Issue: Exchange Withdrawal Pending When to Contact Support Prevention Tips Average Resolution Times

📑 Table of Contents

  1. 1. My Deposit Hasn't Arrived
  2. 2. How to Check Transaction Status
  3. 3. Issue: Wrong Network Used
  4. 4. Issue: Insufficient Network Fee
  5. 5. Issue: Sent to Wrong Address
  6. 6. Issue: Amount Below Minimum
  7. 7. Issue: Blockchain Network Congestion
  8. 8. Issue: Exchange Withdrawal Pending
  9. 9. When to Contact Support
  10. 10. Prevention Tips
  11. 11. Average Resolution Times
1

My Deposit Hasn't Arrived

This is the most common concern. Don't panic! Most delays are normal and deposits arrive within 30 minutes. | Typical confirmation times: USDT TRC20: 2-5 minutes | Bitcoin: 10-60 minutes | Ethereum: 5-15 minutes | Litecoin: 2-10 minutes. | Check: 1. Has it been less than 30 min? Wait a bit longer. 2. Did you use the correct network? 3. Does the blockchain show confirmations? 4. Did you send to the correct address?
2

How to Check Transaction Status

1

Find Transaction ID (TxID)

In your wallet/exchange, go to transaction history. Find your withdrawal/send transaction. Copy the Transaction ID (long string of numbers/letters).

Find Transaction ID (TxID)
2

Use Block Explorer

For TRC20 (Tron): tronscan.org | For ERC20 (Ethereum): etherscan.io | For Bitcoin: blockchain.com | For BSC: bscscan.com. Paste your TxID in the search box.

Use Block Explorer
3

Check Confirmations

Look for "Status" or "Confirmations". Pending = Still processing. Success/Confirmed = Transaction complete. Failed = Something went wrong.

Check Confirmations
4

Verify Receiving Address

In block explorer, check if "To" address matches our deposit address. If different = sent to wrong place.

Verify Receiving Address
3

Issue: Wrong Network Used

Example: You sent USDT on ERC20 but we only accept TRC20. | Status: Transaction shows successful on blockchain, but we didn't receive it. | Solution: Contact our support immediately with: Transaction ID, Amount sent, Network used, Correct address used. We may be able to recover funds, but this takes time (1-7 days) and may have recovery fees.
4

Issue: Insufficient Network Fee

Transaction stuck in "Pending" for hours. | Cause: You set gas fee too low (mainly Ethereum/BSC). | Solution: For Ethereum: Use a transaction accelerator, or wait (can take hours/days). For future: Always use recommended gas fee from your wallet.
5

Issue: Sent to Wrong Address

You accidentally sent to an old address or typed incorrectly. | Status: Transaction successful but different receiving address. | Solution: Unfortunately, if sent to wrong address and it's not ours, funds are usually unrecoverable. This is why you must always double-check addresses! | If you sent to an old deposit address of ours, contact support - we may still receive it.
6

Issue: Amount Below Minimum

You sent an amount smaller than our minimum deposit (e.g., $5 when minimum is $10). | What happens: We receive it but may not credit your account automatically. | Solution: Contact support with transaction details. You may need to send additional amount to meet minimum, or we can refund (minus network fees).
7

Issue: Blockchain Network Congestion

During high network traffic, transactions take longer. | Signs: Many "Pending" transactions, High gas fees, Longer confirmation times. | Solution: Simply wait. Transaction will process eventually. Check block explorer for estimated time. For future: Use less congested networks like TRC20.
8

Issue: Exchange Withdrawal Pending

Your exchange (Binance, Coinbase) shows "Processing" for long time. | Cause: Exchange internal verification, Security checks, Withdrawal queue. | Solution: This is on the exchange side, not us. Wait for exchange to release funds. Check exchange's withdrawal status page. Contact exchange support if more than 24 hours.
9

When to Contact Support

⚠️

Important Notice

Contact us if: ⏰ More than 2 hours passed and blockchain shows "Success" | ❌ You used wrong network | 💰 Amount is below minimum | 📍 You're unsure if address was correct | ⚠️ Transaction shows "Failed" on blockchain. | Have ready: Transaction ID (TxID), Amount sent, Cryptocurrency and network used, Screenshot of transaction, Your account email/username.
10

Prevention Tips

💡

Pro Tip

✅ Always send small test amount first ($10-20) | ✅ Copy-paste addresses, never type manually | ✅ Double-check network matches before sending | ✅ Save screenshot of deposit address before sending | ✅ Use the recommended network (usually TRC20 for USDT) | ✅ Ensure sufficient balance for amount + network fee | ✅ Check current deposit address (don't use old ones) | ✅ Wait for full confirmation before leaving exchange
11

Average Resolution Times

📊

Real-World Example

Normal deposit: 5-30 minutes. | Wrong network: 1-7 days (recovery process). | Below minimum: 1-2 days (manual review). | Exchange delay: Wait for exchange (their timeline). | Blockchain congestion: Few hours to 1 day. | Wrong address (not ours): Usually unrecoverable. Remember: Crypto transactions are irreversible, so always double-check before sending!

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