Before the digital assets are credited to your HashKey Global account, they need to go through three steps: source address wallet withdrawal -> block confirmation -> address verification. Therefore, if your assets have not been deposited,
There are usually the following reasons:
1) Incorrect deposit information
When depositing, please make sure that the currency, address, network, and other deposit details are thoroughly checked in accordance with the set requirements. Any errors may result in your assets being permanently lost and irretrievable.
2) The minimum deposit amount as stipulated in the HashKey Global regulations and standards.
HashKey Global has minimum deposit amount requirements for the deposit of all listed assets. If the amount of your deposit is less than the minimum amount specified by HashKey Global, the deposit will not be credited and is not refundable.
3) Withdrawal has been made from the source address wallet; however the number of block confirmations does not meet the requirements of HashKey Global.
If the deposit information you selected/entered is accurate and the withdrawal status on the withdrawal platform shows "Complete" or "Successful", you need to wait for the block confirmation number of the corresponding assets to reach the confirmation number specified by HashKey Global. Then you can perform address verification.
The block confirmation might take longer than expected when there are too many transfers happening on the blockchain. Unfortunately, this is an unpredictable situation that affects the time taken for transfers. If you encounter this kind of situation, please wait patiently for the confirmation of the block number to be completely done.
4) Withdrawal has been made from the source address wallet, and at the same time the number of block confirmations has reached the HashKey Global requirements, however the address has not yet been verified.
When you deposit using a source address that has not been verified by HashKey Global, the deposit will automatically trigger address verification requirements after reaching the number of block confirmations required by HashKey Global. Only after successful verification can your deposit be credited to your account.
5) Other reasons
If your deposit assets have not arrived and the reasons do not fall under the aforementioned scenarios, you can contact our customer service and provide details of your deposit request (including the assets type, quantity, time and transaction hash of the transfer transaction etc.). Our customer service team will assist you shortly.
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