My deposit isn't showing / still pending
Every deposit starts as Pending and your balance is only credited after our team confirms it — nothing is added the instant you submit. For a crypto deposit, once the network confirms your transfer, approval typically completes within a couple of hours (during support hours); pasting your transaction hash on the payment step speeds this up. For a SEPA bank transfer, you first request an invoice, then our team sends you the bank details, and your balance is credited only after we confirm your payment lands — so it depends on your bank's transfer time (usually 1-3 business days). You can watch the status live in Dashboard → Transactions (the success screen gives you a short 8-character reference and a "Track status" link). If it has been well past the expected time and the money already left your wallet/bank, contact support with that reference.
- 1Open Dashboard → Transactions and find the deposit (use the reference from the success screen).
- 2For crypto: make sure you sent on the correct network and, if you have it, that you pasted your transaction hash to speed up confirmation.
- 3For SEPA: check that you completed the bank transfer using the exact details and reference on the invoice we sent you.
- 4Allow time for admin confirmation — crypto usually a couple of hours, SEPA typically 1-3 business days.
- 5Still nothing after that? Message live chat or email [email protected] with your reference (last 8 characters of the deposit ID).
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