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Why Did My Deposit Fail?

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HashKey Global Team

My personal wallet/ third-party exchange indicated that the withdrawal was successful, but my account has not been credited yet. What should I do?
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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How to Deposit from a Personal Wallet?

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HashKey Global Team

How do I deposit funds from my personal wallet to HashKey Global?
2.1 After logging in to the HashKey Global account, enter the [assets] page on the upper right and select [Custody Account] -> [Deposit].
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2.2 After selecting the [Deposit] page, select the digital assets you want to deposit and the corresponding network.
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2.3 Click [Copy] or scan the QR code on the page to obtain the deposit target address for subsequent deposit and transfer operations.
 
2.4 After the deposit transfer operation is completed, your deposit record will be displayed in the [Recent Deposit Records] section at the bottom of the deposit page, or you can click [View All] to go to [Custody Account] → [Account Records] to view it.
image - 2024-09-11T204554.238.png
 
2.5 If you have successfully deposited using this deposit source address before, your deposit status will be [Deposited]. If you use a new address to deposit, your deposit status at this time is "Pending Address Verification", and you need to complete the "Address Verification" operation according to the page prompts, that is, self-declaration, and verify your KYC name to complete the deposit. Or you can initiate a refund.Your deposit will only be successfully verified and credited if the name of the sender matches the name on the KYC-verified documents.

 

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How to Deposit through a Third-Party Exchange?

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HashKey Global Team

How do I verify deposits from third-party exchanges?

As a leading compliant digital exchange in the industry, HashKey Global requires ownership verification of your deposits from third-party exchanges in accordance with relevant policies and considerations for the security of your funds.
1) If your deposit comes from the third-party exchange, and the KYC information of the third-party exchange is consistent with the KYC information you used when registering with HashKey Global, your deposit will be automatically authenticated and credited to your account.

  • Binance, Bitget, Bybit, HashKey HK, OKX
  • AscendEX (BitMax), BitMart, BitoPro, Bitrue, BITPoint, Bing X, Bitfinex, Bitstamp, Bitflyer, Bithumb,
    Bitkan, Bitvavo, Backpack Exchange,
  • Circle, Coinhako, CoinEX, Coinone, Coinbase, Coincheck, Crypto.com, CoinList, C-Patex, Coins.ph, Flipster, Fireblocks，FameEX
  • Gate.io, Gemini, HTX, Indodax, Kuna Exchange, Kraken, Kucoin, Korbit,
  • LBank, Liquid, Luno, Matrixport, MAX Exchange, Max Maicoin, Paribu, TruBit, TapBit, Upbit, WOO X, XREX, Zaif


2) If the KYC information of your third-party exchange is inconsistent with that of HashKey Global (such as the name has special characters, the name is incomplete, etc.), resulting in your deposit not being automatically authenticated successfully, your deposit status will be "Pending Address verification". In this case, you can go to the [Recent Deposit Records] section at the bottom of the deposit page, or you can click [View More] to go to [Custody Account] → [Account Records] to check.Then you need to verify your KYC name according to the instructions on the page to complete the deposit. Alternatively, you can initiate a refund.

 

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HashKey Global Team

ما هي منصات التداوُل الخارجية التي تقبل منصة HashKey Global العالمية حاليًا الإيداع منها؟
نقبل حاليًا عمليات الإيداع الواردة من منصات التداوُل الخارجية التالية:
  • AscendEX (BitMax)
  • BitMart
  • BitoPro
  • Bitrue
  • BITPoint
  • BingX
  • Binance
  • Bitfinex
  • Bitstamp
  • Bitflyer
  • Bybit
  • Bithumb
  • Bitget
  • Bitkan
  • Bitvavo
  • Backpack Exchange
  • Circle
  • Coinhako
  • CoinEx
  • Coinone
  • Coinbase
  • Coincheck
  • Crypto.com
  • CoinList
  • C-Patex
  • Coins.ph
  • Flipster
  • Fireblocks
  • FameEX
  • Gate.io
  • Gemini
  • HashKey HK
  • HTX
  • Indodax
  • Kuna Exchange
  • Kraken
  • Kucoin
  • Korbit
  • LBank
  • Liquid
  • Luno
  • Matrixport
  • MAX Exchange
  • Max Maicoin
  • OKX
  • Paribu
  • TruBit
  • TapBit
  • Upbit
  • WOO X
  • XREX
  • Zaif
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