My deposit has not arrived
Work through this before opening a ticket — most cases resolve here.
1. Is it still confirming?
Look up your transaction hash in a block explorer for that network. If it has not reached the required confirmations yet, it is on its way and nothing is wrong. See deposit history and confirmations.
2. Is it waiting on a declaration?
Check Deposit History for a prompt to complete the source-of-funds questionnaire. Held deposits are released once it is submitted.
3. Was it sent on the right network?
Compare the network you sent on against the one the deposit address was generated for. A mismatch is the most common cause. See choosing the right network.
4. Was a required memo or tag included?
If the coin needs one and it was left out, see address tags and memos.
5. Was it sent to a Cryolynx ID by mistake?
Your Cryolynx ID is not a blockchain address. External sends to it do not arrive.
Still missing
Open a support ticket with the coin, the network, the amount, the transaction hash, the deposit address you used, and the time you sent it. The transaction hash is the important one — without it we cannot trace anything.
Related
- How to deposit crypto Generate a deposit address for a coin and network, then send to it from your other wallet.
- Choosing the right network The single most common cause of lost deposits, and how to avoid it.
- Address tags and memos Some coins need an extra identifier alongside the address. Leaving it out loses the deposit.
- Using deposit QR codes Scan rather than type, to eliminate copy-paste errors.
Still need help?
If the answer is not here, talk to us.