If you have topped up your balance in our service, but the money has not been displayed on your account, we recommend following these steps to resolve the issue promptly:
- Open the transaction history in the mobile application or online banking of your financial institution. Make sure that the transaction has been completed successfully (status "Executed" or "Completed", and that the funds have been debited from your account.
- Make sure that you entered the correct information when depositing the account (for example, phone number, account number, amount, recipient bank).
- In some cases, funds may not be credited immediately. Funds are automatically credited within 20 minutes.
- If the funds have not been credited to the balance, please contact our support team using the form below.
Support Service Request Form:
A payment receipt that will show the details of the payment, namely the time of payment, the amount of payment and the recipient*: [attach a screenshot of the receipt to your message]
Additional information: [provide any other information that may help us confirm the payment]
* – required field to fill in
If you have sent a cryptocurrency to our address, but the balance has not been updated, follow these steps to resolve the problem:
- Check the transaction status on the blockchain. To do this, find the transaction hash (TxID) in the transaction history of your crypto wallet, check the status on the corresponding blockchain explorer (Etherscan for ETH, Blockchain.com for BTC, etc.) and make sure that the transaction has been confirmed.
- Check the correctness of the transfer data, namely the exact amount of the transaction, including the commission, the recipient's address, etc.
- If the funds have not been credited to the balance, please contact our support team using the form below.
Support Service Request Form:
Transaction hash (TxID)*: [send it as a text message when creating a ticket.]*
Additional information: [provide any other information that may help us confirm the payment]
* – required field to fill in