My Deposit Was Not Detected
If your deposit hasn't been detected, don't panic. Here's what to check.
Step 1: Verify the Transaction
Check the transaction on a block explorer:
- —BTC: mempool.space
- —ETH: etherscan.io
- —XMR: xmrchain.net
- —SOL: solscan.io
Make sure the transaction:
- —Has been broadcast (appears on the explorer)
- —Was sent to the correct address
- —Was sent on the correct network
- —Has the correct amount
Step 2: Wait for Confirmations
Your deposit needs a minimum number of confirmations before we detect it. If the transaction is unconfirmed, wait for it to be included in a block.
Step 3: Check the Amount
If you sent significantly less than the minimum, the deposit may not trigger our detection system.
Step 4: Check the Network
The most common issue is sending on the wrong network (e.g., ERC-20 vs TRC-20 for USDT). If you sent on the wrong chain, the deposit won't be detected.
Step 5: Contact Support
If everything looks correct but the deposit still isn't detected after 1 hour:
1. Visit Support
2. Provide your deposit transaction hash (TXID)
3. Include the deposit address shown on your order page
4. Our team will investigate