If you have some issues with a deposit, please, make sure that your deposit exists in the explorer and has the required number of confirmations. After that create a ticket to our Support Team.

Pay attention, sometimes deposits might get delayed and take longer than usual.
Depending on the blockchain, overload of the network, and the number of miners processing the transactions or various other causes the deposit process may take approximately 30-60 minutes.


Problems:

  • Different contracts in transactions.

  • Deposit from one currency network to another.

  • Deposit to wrong currency wallet.

  • Forgot about the minimum deposit amount.


  • Different contracts in transactions.

Currencies with ERC20/TRON/Solana/BEP20 type have contracts. Be sure the contract of coins on your personal wallet/other trade platform is the same as on STEX before making a deposit.

To get an additional information about currency(official block explorer/website/contacts/contract) click on the ticker or full name.

In the case of contracts being different, coins won't be credited. If you've already made a deposit, contact our support team for further assistance.


  • Deposit to wrong currency wallet.

You can deposit the currency only in exact this currency wallet. If you use a wallet of another currency, most likely you just lose coins.

It means you can deposit BTC only to the BTC wallet, ETH only to the ETH wallet, and so on. If you deposit BTC to ETH you lost coins.

Some currencies can recognize the wallet address of the different networks and won't let you make a mistake. But they cannot recognize the difference between wallets in one network that belongs to different currencies.


  • Deposit from one currency network to another.

Some currencies have multi-wallets.

Pay attention, when you make a deposit it should be in one network. For example, you want to deposit USDT based on ERC20. In this case, you have to choose a USDT wallet based on ERC20. Otherway you can lose coins.


  • Forgot about the minimum deposit amount.

Some currencies have a minimum deposit amount.

If the amount of your deposit is lower coins won't be credited. Do not worry, you just need to make an additional deposit so the total amount of deposits is bigger than the minimum. Then all coins will be credited to the balance.


Note: You can track the status and confirmation of your deposit in the 'History'. When a transaction gets the required number of confirmations on the blockchain coins will be credited to your wallet and displayed in the Balance.


If you have any other questions, our Technical Support Team will be glad to assist you.

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