Deposit sent but balance did not update
Confirm the explorer first. Then wait. Then open chat with txid, asset, and network — not a screenshot of another app.
Work the problem in order
- Sending platform status — “Processing” means it may not be on-chain yet. Wait.
- Block explorer — paste the txid. Confirmed or not? Right asset? Right address (compare to Deposit, last 6 characters)?
- Address mismatch — if you sent to an old screenshot or a chat address, we may never see it.
- Network mismatch — explorer will show a different chain than Deposit. That is almost always unrecoverable.
- Confirmations — BTC and some ERC-20 tokens take longer than TRC20. “An hour” is not always a bug.
- If the explorer shows confirmed to exactly the Deposit address, on the listed network, and Overview is still zero after a serious wait: Live chat with txid, asset, network, amount, and the time you sent.
What not to send in chat
Private keys, seed phrases, screenshots of 2FA, passwords. We will never ask for those.
What we can and cannot do
We can look up a tx that hit an address we generated for you. We cannot reverse a send to the wrong chain. We cannot credit a random token that used the same address format.