When a deposit sent from an external platform has not been credited to your account, it is typically due to standard blockchain processing, network confirmation delays, or configuration-related issues.
Before contacting support, please complete the following self-service checks. This will help you quickly identify the root cause and reduce resolution time. If the issue remains unresolved, please proceed with the information submission section for further assistance.
1. Verify whether the transaction is recorded on-chain
Use the transaction hash (TxHash) to look up the transaction on the corresponding block explorer.
Please confirm the following:
Whether the transaction can be found on-chain
The current status (Success / Pending / Failed)
Whether the transaction has been included in a block
If the transaction cannot be found:
This generally indicates that the transaction has not been successfully broadcast. Please verify:
Whether the sending wallet confirmed the transaction submission
Whether a successful submission response was returned
Whether the correct network was selected (e.g., ERC20 / TRC20 / BSC)
2. Check block confirmation status
Even if a transaction is successfully broadcast, it must reach the required number of block confirmations before it can be credited.
Please verify:
Whether the confirmation count has reached the platform’s required threshold
Whether the network is experiencing normal block production speed
If confirmations are not yet sufficient:
This is expected blockchain behavior. Please wait until the required confirmations are completed. The deposit will be credited automatically once the threshold is met.
3. Verify minimum deposit requirement
Certain assets are subject to a minimum deposit threshold.
Please check:
Whether the deposited amount meets the minimum requirement
Whether the remaining amount after network fees still meets the threshold
If the amount is below the minimum:
The deposit may not be credited automatically and could require manual processing or aggregation based on asset rules.
4. Validate network and token compatibility
Deposits may fail to credit due to mismatched or unsupported configurations, including:
Incorrect network selection (e.g., sending ERC20 tokens via BSC network)
Use of non-official or unsupported token contract addresses
Asset not yet mapped or recognized in the system
In such cases, the funds are typically not lost but require manual verification and reconciliation.
5. Check for system processing delays (sweeping or compliance review)
In custodial or aggregated wallet structures, deposits may be temporarily delayed due to:
Ongoing compliance or risk control review
Internal sweeping or consolidation processes
System processing queue delays
In these cases, the assets remain secure and will be credited once processing is completed.
6. Common scenarios overview
Scenario | Likely Cause | Status |
Transaction not found | Not broadcast successfully | Requires investigation |
On-chain but not credited | Awaiting confirmations | Normal |
Amount not credited | Below minimum deposit | Expected behavior |
Network mismatch | Incorrect chain used | Handle required |
Delayed credit | System processing delay | Temporary |
7. Information required for further assistance
If the issue cannot be identified after completing the above checks, please provide:
Transaction hash (TxHash)
Token type and amount
Blockchain network used
Transfer timestamp
Receiving address
8. Preventive recommendations
To avoid deposit delays or failures, please ensure:
The correct network is selected before initiating transfers
The amount meets the minimum deposit requirement
Supported tokens and contract addresses are used
9. Disclaimer
This guide is intended to assist with initial troubleshooting of missing deposit issues. If the issue persists after completing all checks, please contact the Cobo Support Team for further investigation and resolution.