The Wallet has shown that the withdrawal was successful, but my account has never been credited. What should I do?

Before the digital assets you deposit are officially credited into your Hashkey OTC account, they need to go through three steps: source address wallet withdrawal -> block confirmation -> address verification. Therefore, if the assets do not arrive when depositing, there are usually the following reasons:

 

1) Incorrect deposit information

When depositing, please be sure to carefully check the currency, address, network and other deposit information according to the requirements on the page.Any errors may result in permanent and irretrievable loss of your assets.

 

2) The deposit amount is less than the Hashkey OTC regulations

Hashkey OTC has a minimum deposit amount requirement for the deposit of all listed assets. If the amount of your deposit is less than the minimum amount specified by Hashkey OTC, the deposit will not be credited and cannot be refunded.

 

3) The source address wallet has been debited, but the number of block confirmations does not meet the requirements of Hashkey OTC.

If the deposit information you selected/entered is accurate and the withdrawal status on the platform has shown "Completed" or "Successful", you need to wait for the block confirmation number of the corresponding assets to reach the number of confirmations specified by Hashkey OTC. Then you can perform address verification.

Block congestion often occurs on the blockchain due to excessive transfers, which is an unpredictable situation that affects the transfer timeliness. If you encounter such a situation, please wait patiently for the complete confirmation of the block number.

 

4) The source address wallet has been debited, and the number of block confirmations has reached the Hashkey OTC requirements, but the address has not yet been certified.

When you deposit by using a source address that has not been certified by Hashkey OTC, the deposit will automatically trigger the address certification requirements after reaching the required number of block confirmations by Hashkey OTC. Only after successful verification can your deposit be credited to your account.

 

5)Other reasons

If your deposit assets have not arrived and the above reasons and scenarios have been eliminated, you can contact our customer service staff and provide deposit-related information (including the assets type, quantity, time and hash key of the transfer transaction etc.) so that our customer service staff can assist you in processing.