Deposit not credited, wrong amount or wrong network

Applies to wallet deposits (checkout page and personal deposit address).

What you may see

• You sent USDT, but your available wallet balance hasn’t changed.
• The deposit request keeps showing “Confirming”, “Crediting” or “Under review”.
• The deposit request says it isn’t fully paid yet.
• The credited amount is less than what you sent.
• You sent on a network that wasn’t listed on the checkout page, or sent a coin other than USDT.

Check these first

• Open the request under “Recent top-ups” on the Deposit page and check its status. For a personal deposit address, check the last deposit shown under the address.
• In the wallet or exchange you sent from, confirm the transfer has actually gone out and note its transaction ID (TxID). If the exchange still shows the withdrawal as processing, it hasn’t reached the blockchain yet.
• Compare with the checkout page: the network, the coin (USDT only) and the amount you paid should match what the page showed.
• For a personal deposit address, check the address and network; if the page shows a memo, make sure you included it; and check the transfer wasn’t below the minimum shown on the page.
• Open the deposit request details and look at “Received” and “Credited” (plus “Deposit fee” when one was charged).

Common causes

• Still waiting for confirmations: transfers are credited once they are confirmed. How long that takes depends on the network and how busy it is. Meanwhile the request shows “Confirming”.
• Not enough was paid: the amount on the checkout page includes the payment channel fee, so it is slightly more than the deposit amount you entered. If you paid less, the request shows how much is still due; if it isn’t paid in full before the checkout page expires, it needs manual handling and takes much longer to credit.
• Paid after the checkout page expired: payments that arrive after expiry are credited after our staff verify them, which takes longer than automatic crediting.
• The payment doesn’t match the request: payments that differ from the deposit amount, or are irregular in other ways, go to “Under review”. Our team checks them and credits your wallet; support may contact you.
• The channel fee isn’t credited to your wallet: the extra amount on the checkout page is the payment channel fee; your wallet is credited with the deposit amount you entered. If the Deposit page shows a deposit fee, it is deducted as shown, and the request details list it.
• Below the minimum for a personal address: transfers below the minimum shown on the page need manual handling and take longer.
• Wrong network or coin: only USDT on the networks listed on the page is credited automatically. Transfers on another network or in another coin may not be credited automatically and may not be recoverable; support needs to look into them.
• Deposits are paused: during maintenance the Deposit page says deposits are paused. Please don’t send to your previous deposit addresses while paused; if you already did, the funds aren’t lost and are credited automatically once service resumes.

What to do

Still confirming: let it finish

There’s no need to pay again or create a new request. We notify you once it’s credited, and your wallet balance updates automatically.

Amount still due: pay the rest before expiry

Go back to the checkout page and pay the remaining amount it shows.

Expired or under review: wait for the result

Payments arriving after expiry and requests under review are credited once our staff verify them. You don’t need to pay again. Submitting a ticket with the transaction ID speeds this up.

Wrong amount: compare the breakdown

Check “Received” and “Credited” (and “Deposit fee”, if any) in the request details, along with the payment channel fee on the checkout page.

Wrong network or coin: submit a ticket

Please don’t send to the same address again. In the ticket, include the transaction ID (TxID), the network and coin you used, and the amount sent, and support will look into it.

When to contact support

• The transfer was confirmed long ago, but the request still shows “Awaiting payment”, or you can’t find the deposit in your wallet.
• You sent on the wrong network or sent the wrong coin.
• A request has been “Under review” for a long time, or the result doesn’t match your transfer.
• The credited amount still doesn’t add up after checking the breakdown.

On the deposit request page, choose “Ask about this deposit” — the ticket includes the request automatically. Or, on the Submit a ticket page, pick “Deposits & wallet” and include the reference number shown on the request page and the transaction ID (TxID). For a personal deposit address, include the address, network and transaction ID.