What should I do if my deposit didn’t go through?

If your deposit hasn’t arrived, don’t worry – we’ve got your back and will work with you to resolve it as quickly as possible! ⚡

For card, e-wallet, or fiat deposits

1. Check your payment status:
   • Log in to your bank or e-wallet and verify the transaction is not marked as "pending"
2. Was the payment deducted?
   • If yes, please send us a screenshot or receipt with these details: date and time of the payment, amount charged, transaction ID (if available). The relevant request can be submitted by choosing Get deposit assistance in the chat widget

For Interac transfers

1. Check your payment details:
   • Log in to your bank or e-wallet and ensure the transfer was processed. Besides, check that the correct bank was selected, the amount initiated matches the amount deposited, the Security Question was answered correctly and the code from the message field was entered without spaces or symbols
2. Was the payment deducted?
   • If so, click Get deposit assistance in the chat widget, select your payment method, and submit a request. Be sure to include a screenshot showing the Interac Reference Number: 12 digits starting with "C1A" or "C1B" or 8 digits starting with "CA"

For crypto deposits

1. Verify the transaction details:
   • Confirm the transfer was sent to the correct wallet address
   • Ensure the transaction meets the minimum deposit amount (excluding blockchain fees)
2. Provide transaction proof:
   • Share the transaction hash/ID (found in your crypto wallet)
   • Include a screenshot of the transaction details

Once you have this information, submit your request via Get deposit assistance in the chat widget, and our team will handle the rest. Your satisfaction matters to us! 🙌