Most often a deposit is simply waiting for network confirmations. Check step by step where the transfer is.
Check the transfer
- Open Activity on the Wallet screen. If the deposit is there, check its status: Detected means it's waiting for network confirmations, Preparing credit means the money will be on your balance soon.
- If the deposit isn't under Activity, confirm with the sender that the transfer went out and find its hash (TxID) in the network's block explorer.
- Check the address, coin and network: they must match what the Top up window showed.
Deposit under review
Some deposits go through an extra check, and crediting waits until it's done. This is a security measure, not a deduction. If the status doesn't change for a long time, contact support.
Coins sent on the wrong network
A transfer on another network, or in a coin this address doesn't accept, isn't credited automatically, and it can't always be recovered. Contact support as soon as possible and include:
- your UID;
- the transaction hash (TxID);
- the coin, network and amount;
- the address you sent to.
To avoid mistakes, pick the same network on the sender's side as in the Top up window, and send a large amount only after a small test transfer.