What should I do if my deposit hasn't arrived?

1. Why hasn't my deposit arrived?

Blockchain asset transfers consist of three steps: sender’s outgoing transaction, block confirmation, and SAFEX account credit. If the withdrawal status on the platform shows “Completed” or “Successful,” it means the transfer has been successfully sent from the platform to the blockchain, but this does not mean that the funds have been successfully credited to the receiving platform.

Due to the characteristics of different blockchains, each transaction in the blockchain requires a certain amount of time to be confirmed and sent to the receiving platform. The required number of confirmations varies depending on the blockchain, and the confirmation number for each cryptocurrency can be checked on the deposit page.

Blockchain congestion can sometimes occur due to a high number of transactions, which may affect the transfer’s timeliness. You can use the transaction ID (TxID) to check the status of the transfer in the blockchain.

1. If your deposit has not been credited, please follow these steps to check:

• If the blockchain shows “Unconfirmed” or the number of confirmations is insufficient to meet SAFEX's required confirmation number, please be patient. Once the blockchain confirms the transaction, SAFEX will credit your account.

• If the blockchain shows “Confirmed” but the funds still haven't been credited, please check whether the amount is below the minimum deposit requirement. Deposits below the minimum amount will not be credited.

• If the blockchain shows “Confirmed” and the amount is above the minimum deposit requirement but the funds still haven’t been credited, please contact customer support for assistance.