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Reasons for Deposit Not Being Credited and Solutions

3EX
Updated

Dear User,

When you deposit digital assets on the 3EX platform, you may encounter a situation where the deposit is not credited. Below are the possible reasons and corresponding solutions:

 

1. Insufficient Block Confirmations

 

Blockchain Network Congestion:

Congestion in the blockchain network may cause delays in transaction time. This might result in the withdrawal status on the deposit platform displaying as "complete" or "successful," but not credited on the receiving platform. You can view the required block confirmation count for the deposit currency on the deposit page.

 

Solution:

Please patiently wait for the blockchain network's confirmation. The "confirmation count" needed varies among different blockchains. You can check block confirmation status by querying the transaction's txid.

 

2. Deposit Less Than Minimum Deposit Amount

Different currencies have corresponding minimum deposit amount requirements. If your deposit is below this amount, it might lead to it not being credited.

 

Solution:

Please ensure your deposit amount reaches or exceeds the minimum deposit amount for that currency. Check the deposit page to view the minimum deposit amount.

If your deposit meets the requirement but still hasn't been credited, please contact customer service for further verification.

 

3. Missing or Incorrect Memo

Some currencies require a Memo when depositing. If you do not fill it out or fill it incorrectly, it might lead to the deposit not being credited.

 

Solution:

Please verify whether the currency requires a Memo when depositing, and ensure it's filled out correctly.

If you miss or fill the Memo incorrectly, please contact customer service for further assistance.

 

4. Depositing a Currency with Closed Deposit Function

Some currencies might have the deposit function closed by the 3EX platform within specific time periods.

 

Solution:

Please confirm the deposit status of the currency before depositing. If it's closed, consider other currencies or wait until the deposit function is restored.

 

5. Depositing an Unsupported Currency

If you deposit a currency not supported by the 3EX platform, it might not be credited.

 

Solution:

Please verify if the deposited currency is on the 3EX platform's supported currency list.

If in doubt, contact customer service for further inquiry.

 

6. Depositing on an Unsupported Chain

If you deposit assets from a chain not supported by the 3EX platform, it might lead to it not being credited.

 

Solution:

Please verify if the deposit chain is on the 3EX platform's supported chain list.

If in doubt, contact customer service for further consultation.

 

7. Other Types

If you encounter other types of deposit not being credited, please contact customer service with detailed information, and we will provide appropriate solutions according to the specific situation.

 

Notice:

  1. Please ensure the cryptocurrency and blockchain you are depositing are supported by our platform. If you deposit a cryptocurrency or use a blockchain that is not supported, our customer service can potentially assist you in manually retrieving your assets depending on the specific circumstances. However, there will be a certain fee charged for crediting the transaction. To know the exact fee, please contact our customer service for consultation.

  2. We only support the retrieval of assets valued at $10 or above.

 

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