Why is my crypto deposit is not credited?
There are several reasons why your crypto deposit may not yet be credited to your account. Please check the following scenarios to understand the status of your transaction:
1. Waiting for Blockchain Confirmations
Cryptocurrency transactions are not instantaneous. Once a transaction is broadcast to the network, it must be verified by miners. Your deposit will remain in a "pending" status until it receives the required number of confirmations.
Network Congestion: Heavy traffic on the blockchain can lead to delays.
Transaction Fees: If the fee paid by the sender was too low, miners may prioritise other transactions, causing yours to take longer to confirm.
2. Deposit is on Hold (Travel Rule)
Your deposit might be on hold because it requires compliance with the Travel Rule. This regulation requires financial institutions to share information about the participants in a transaction.
The deposit may remain pending until the necessary Travel Rule information is received from the sending party.
Alternatively, you may need to provide this information yourself. Please check your email or account notifications for any requests to provide sender details or proof of ownership.
3. Transaction is "Unconfirmed" on the Blockchain
You can check the status of your deposit by entering your Transaction ID (TxID) into a blockchain explorer.
If the status is "Unconfirmed," the funds are still being processed by the network. This is beyond our control, and you must wait for the network to pick up the transaction.
4. Transaction Not Found
If you have a TxID but it does not appear on the blockchain explorer at all, the transaction was likely never broadcast by the sending exchange or wallet. In this case, please contact the customer support of the service you sent the assets from.
What should I do?
Check the Blockchain: Use your TxID to see if the transaction has enough confirmations.
Check for Travel Rule Requests: Ensure you haven't missed a request for information regarding the sender.
Be Patient: If the network is congested, it may simply take more time than usual.
