Deposit processing time varies from coin to coin and depends mostly on the network performance. Once the transaction has been sent, it cannot be expedited.
If your deposit is not showing in your account, please see below all potential reasons for why this may be happening.
If you do not find your situation described below, please submit a ticket by filling out the form at the end of this article.
- Check if the transaction is confirmed on the blockchain
Locate your transaction by searching for your hash on the corresponding blockchain explorer website and check the status.
If the block has not been confirmed by miners yet, please allow more time for the confirmation or contact your sending service support team for assistance.
- Make sure that you’ve used the correct address
There’s a separate address for each and every asset on HitBTC. For example, you cannot send BTC to a USDT address. If this is your issue, please refer to our Policy on the retrieval of funds sent by mistake.
Update: Effective May 10, 2018, Ethereum and ETH tokens have the same address on HitBTC. Please generate a new address on your Account page.
Deposits of Ethereum to an ETH address or vice versa sent prior to May 10, 2018 are considered transactions sent to the wrong address. Please proceed to the Retrieval article.
- Make sure that you’ve specified the correct payment ID, if required
Several assets share one public address for all incoming transactions. In these situations your own Payment ID (or message, or destination tag, etc.) is used to link a particular transaction to your account. If you forgot to specify the Payment ID or its equivalent, please contact our Support Team. They will be glad to handle your problem.
Here's a list of assets that require Payment ID to be specified for a deposit to your HitBTC account:
Payment ID Name
I failed to specify the correct payment ID.
- Check asset performance on HitBTC System Monitor
We regularly update our wallets software. During the update process you can see the relevant notification in the “Deposits” section. You may also check the status for each coin on the System Monitor page. Red field means that deposits are temporarily disabled for a particular asset.
Once the update is finished, a certain period of time is required for wallets to synch with the blockchain. That’s why your deposit may be taking a bit longer to be processed. But rest assured that it will not be lost.
If the “Deposits” field for the asset is green, please check the current processing time in the next column. The processing time depends on the network load and on occasion may take several hours or more. It is not possible to expedite the deposits processing time.
- Make sure you sent a coin which is supported by HitBTC
If you deposited a coin which is not supported by HitBTC into your HitBTC account, it will be neither credited to your account nor sent back to your external wallet.
How to make sure the asset is supported by HitBTC? Look up the ticker on your Account page. If it's not there, or if its name or contract address is different from the coin or token that you want to send, it means that we do not support this asset at this time.
Please see article on this topic.
- If none of the above describes your situation
If you have not found the reason why your deposit is being delayed, please fill out the form below. HitBTC Support Team will help you solve the issue.