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Help with deposits
If your deposit has not appeared yet, check these points. With the right information we can locate it quickly.
We will never ask for your password, seed phrase, private key or 2FA codes.If anyone asks you for them in our name, it is a fraud attempt. Let us know through the chat, choosing Security and fraud.
Recognise official messagesDepending on how you deposited
By bank transfer
- Timeframe: it can take from the same day to several business days, depending on the bank and the type of transfer.
- Reference: check that you included the reference provided, if you were given one.
- Receipt: keep it handy; you can attach it in the chat.
In crypto
- Network: the sending network must match the network of your deposit address.
- Confirmations: the blockchain needs a number of confirmations before the balance is credited.
- TXID: find it on the platform you sent the funds from.
Information we need
Send it to us through the chat or by email and we will review your case.
- Date and approximate time of the deposit.
- Amount and asset or currency.
- Method: bank transfer or crypto.
- For bank transfers: the transaction reference or receipt.
- For crypto: the network used and the TXID.
Never include passwords, seed phrases or codes in your message.
Didn't find what you were looking for?
Write to us and we will help with your case.