My deposit has not arrived or was not credited

What it is

A deposit can look "missing" for several reasons: it is still collecting confirmations, it is under review, it was credited to a different wallet than you expected, or it was sent in a way that cannot be credited (wrong network, missing memo, unsupported coin). Work through the checklist below before contacting Support.

Step 1 - Look for the deposit in your history

1. Open Transaction History and choose the Deposits tab (or the History tab in the Wallet pop-up).
2. Use the search box ("Search this page by coin, address, or TxID") with your transaction ID (TxID), and the Filter by asset list if needed. Press Refresh to reload.
3. If the page shows "Failed to load data" / "Something went wrong. Try again.", use the retry button. A failed load is not the same as "No deposits found". "No deposits found" with "Your deposit history will appear here" means no deposit has been detected on your account yet.

Step 2 - Read the status

• Awaiting confirmations - still on the way. Compare the confirmation counter with the required number. Wait.
• Under review - the deposit is being checked. Wait for the on-screen message "We'll let you know when the review is done."
• Processing - nearly done.
• Completed - credited. Check your Funding wallet, not the futures wallet. Use Transfer to move funds.
• Funds held, Reversed, Rejected, Invalidated - not credited. Contact Support. Full list: Deposit statuses and confirmations.

Step 3 - If there is no deposit at all

Check the transaction in the sending wallet or on a block explorer:

• Is it confirmed on the blockchain? If the transfer is still pending there, BYNAI cannot see it yet.
• Right network? The network must match the one selected on the deposit page. The app warns: "Only send [coin] to this address via the [network] network. Deposits from other networks will not be credited."
• Right coin? Only coins listed on the deposit page can be deposited. For others the page says: "Deposits are not available for this asset. Choose another asset."
• Right address? Compare the address you sent to with the addresses on your deposit page. Retired addresses still receive deposits: "Retired addresses still receive deposits — funds will be credited to your account." See Deposit addresses.
• Memo/tag? If the page showed a Memo marked (Required), it had to be included. See Wrong network, missing memo or below-minimum deposits.
• Amount above the Minimum Deposit? The minimum for your coin and network is shown on the deposit page.
• Enough confirmations? The required number is shown as Confirmations on the deposit page.

Step 4 - Check the balance view

Deposits are added to the Funding wallet. Look there first. The balance view can lag a few seconds behind the History tab; refresh the page.

If it is still missing

Do not send the funds again. Contact Support through the support chat ("Contact support"), the Help Center or [email protected]. The support chat also offers the suggested questions "Track the appeal status of crypto deposit not credited" and "What if I don't have a TxID yet?".

Include in your message:

• Coin and network
• Amount sent
• Transaction ID (TxID) and a link to it on a block explorer, if you have it
• The deposit address you sent to and the memo/tag, if any
• Date and time you sent it, and which wallet or exchange sent it
• A screenshot of the Deposits tab and of the status shown

If you do not have a TxID yet, ask the sending wallet or exchange for it; the support chat has a suggested question for this case.

FAQ

How long will it take? The app does not state a fixed time. It depends on network confirmations and any review. Follow the status and counter.

Will I get my money back if I used the wrong network? The app does not promise recovery. Contact Support with the details above.

Can Support credit my deposit manually? The app does not say. Support will tell you what is possible after reviewing your case.

Safety reminder

Never share your password, 2FA code, backup codes, seed phrase or private key. Be careful with people who contact you first and offer to "recover" your deposit.

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