Before the virtual 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 clients deposit virtual assets, please ensure the currency, address, network and other deposit information aligned with our requirements shown on the page. Any errors may result in your assets being permanently lost and irretrievable. If the above situation occurs, our company will evaluate the feasibility of recovering the assets based on the actual situation. Certain costs will be incurred during the technical development process and will be borne by the clients.
Related Terms and Conditions: Please refer to clause(s) 4.1 Authorization, 7.5 Unsupported Assets and 8.1 Fees and Taxes of Investor Business Terms.
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 your deposit amount is lower than the minimum amount specified by HashKey Exchange, the deposit will not be credited to your account 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. When the customer's deposit address is successfully authenticated, your deposit can 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 at support@customer.hashkey.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.
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