Before the digital assets you deposit are officially credited into your HashKey Exchange 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 page requirements. Any errors may result in your assets being permanently lost and irretrievable.
2) The deposit amount is less than the HashKey Exchange regulations
HashKey Exchange has minimum deposit amount requirements for the deposit of all listed assets. If the amount of your deposit is less than the minimum amount specified by HashKey Exchange, 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 Exchange
If the deposit information you selected/entered is accurate and the withdrawal status on the withdrawal platform has shown "Complete" or "Successful", you need to wait for the block confirmation number of the corresponding asset to reach the confirmation number specified by HashKey Exchange. Then you can perform address verification.
Block congestion caused by too many transfers often occurs on the blockchain. This is an unpredictable situation that affects the timeliness of transfers. If you encounter this kind of 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 Exchange requirements, but the address has not yet been certified.
When you deposit using a source address that has not been certified by HashKey Exchange, the deposit will automatically trigger address certification requirements after reaching the number of block confirmations required by HashKey Exchange. Only after successful authentication can your deposit be credited to your account.
If your deposit assets have not arrived and the above reasons and scenarios have been eliminated, you can contact our customer service staff at email@example.com and provide deposit-related information (including the asset type, quantity, time and hash key of the transfer transaction etc.) so that our customer service staff can assist you in processing.