If your deposit has not arrived, please first verify the blockchain record and deposit address. Use the following self-service tools to quickly troubleshoot and resolve the issue.
When you deposit digital assets from other platforms or wallets to SuperEx, the deposit may fail to arrive due to the following situations:
Situation 1: Blockchain Confirmation Delay
If your deposit details are correct but the asset has not arrived, the deposit record can be found on the blockchain. However, since the block is waiting for confirmation, there may be some delay in syncing the blockchain to the platform wallet after the block is fully confirmed. Please be patient.
Situation 2: Incorrect Coin Type Deposited
Before depositing, please confirm that the deposit coin matches the platform’s coin. If the full name of the coin differs, it will result in the deposit not arriving.
Situation 3: Wrong Address and Network
Please carefully verify the deposit address and network type before making a deposit. For example, avoid depositing ETH to a BTC address or sending Ethereum network assets to an incompatible chain network. Such actions may lead to the asset not arriving. If this happens, please contact online customer service immediately.
Situation 4: Incorrect Tag Entry
Some coins require a tag (Memo/Tag) for deposits. You need to enter the correct tag on the other platform. If the tag is incorrect, the deposit will not arrive properly. You can submit a ticket or contact online customer service with details about your situation, including the coin type, amount, correct tag, wrong tag, and hash value.
Situation 5: Minimum Deposit Amount Not Reached
The platform’s deposit page clearly indicates the minimum deposit amount. If your deposit does not meet the minimum deposit requirement, it will not be credited.