What to do if top-up not arrives?

I. On-chain Deposits (Transfer from other platforms/wallets)

1. Verify Network Confirmations: Deposits require a specific number of blockchain confirmations. Please use the Transaction Hash (TXID) to check the status on a block explorer. If the status is "Confirming," please wait patiently.

2. Check Protocol Compatibility: Ensure that the asset, address, and network (e.g., TRC20, ERC20, BEP20) match exactly.

3. Check Tag/Memo: For assets that require a Tag/Memo (e.g., XRP, EOS), the deposit cannot be credited automatically if this information is missing or incorrect.

4. Minimum Deposit Threshold: If the deposit amount is lower than the platform's "Minimum Deposit Amount," the funds will not be credited and cannot be recovered.

II. OTC Purchases (Fiat Trading)

1. Confirm Order Status: Please verify if you have clicked the "I have paid" button. The seller cannot release digital assets until this action is completed.

2. Provide Payment Proof: Ensure the transfer is successful and funds have been deducted from your bank or payment account. Please save the transfer screenshot as proof.

3. Contact Seller/Appeal: If the seller fails to release the assets long after payment, contact the seller via the order chat window first. If there is no response, click the "Appeal" button, and a platform specialist will intervene.

Human Assistance: Please prepare your UID and the relevant TXID or OTC order screenshot, then contact our 24/7 Live Support.