Deposit time varies from coin to coin and depends mostly on the network performance. Once the transaction has been sent, it’s not possible to speed it up. But as soon as your deposit could be located on the block explorer, it should be reflected on your account shortly.
In case it doesn’t:
- Make sure that you’ve been using correct address
For each and every currency on HitBTC there’s a separate address. For example, it’s not possible to send Ethereum token OMG to ETH address, or BTC to USDT address. In case you’ve encountered this kind of issue, please make acquaintance with our policy on recovery of mistakenly sent deposits.
Have you mistakenly sent your deposit to a wrong address? Let us handle it, fill out the form: I sent the deposit to a wrong address.
- Make sure that you’ve specified correct payment ID, if required
Several currencies have one public address for all incoming transactions. In these cases your own Payment ID (or message, or destination tag, etc.) is used to tie a particular transaction to your account. In case you forgot to specify it - please contact our support team, they will be glad to handle it.
- Make sure that HitBTC wallets are not temporarily shut down for maintenance
We are updating our wallet software on a regular basis. During the update process there’s a notification in the “Deposit” section. You may also check the status for each coin on the System Health page.
Once update is finished, some time is required for wallets to get synchronised with the blockchain. That’s why your deposit could take a bit longer to proceed, but it won’t be lost.
- For missing ETH deposits: make sure that you haven't sent it via contract
Incoming ETH deposits sent via Smart Contracts are not supported on HitBTC. Transactions of this kind look on Etherscan explorer like the below:
In case your transaction looks like that, just contact our support team by filling out the form: I've sent ETH via contract.
Your coins will be reflected on your account within a few days.
- For all other cases: please fill out the form below: