What should I do if my deposit hasn't arrived?

Dear SAFEX Global Users,

Regarding [Deposit Not Arrived]

1. Why does my deposit show as not received when I deposited cryptocurrency into SAFEX?

Hello, blockchain asset transfers consist of three steps:

• Sender’s Outgoing Transaction → Block Confirmation → SAFEX Account Credit

Step 1: The transfer is successful, and the withdrawal status on the platform shows as “Completed” or “Successful,” meaning that the transaction has been successfully sent from the platform to the blockchain. However, this does not mean that the funds have been credited to the receiving platform yet.

Step 2: The corresponding block confirmation takes place. Sometimes, due to high transaction volume, blockchain congestion can occur, which may delay the confirmation of the deposit, causing the funds to be pending for a longer period.

Step 3: Once the transaction is confirmed on the blockchain, the funds will be credited to your account as soon as possible. You can track the progress using the transaction hash (HASH).

Each blockchain has different characteristics, and the number of confirmations required for each transaction may vary. Depending on the blockchain, confirmation can take different amounts of time.

If your deposit has not been credited, please follow these steps:

1. If the blockchain shows "unconfirmed" and the confirmation count has not yet reached the required number for SAFEX, please be patient. Once the blockchain confirms the transaction, SAFEX will credit your account.

2. If the blockchain shows "unconfirmed" but the confirmation count has reached the required number for SAFEX, you can contact our official customer service. Provide your registered UID, deposit address, a screenshot of your deposit, a withdrawal success screenshot from the sender’s platform, and the transaction ID (HASH) to [e-mail]. We will investigate further.

3. If the blockchain shows "confirmed" but the funds are still not credited, please contact official customer service and provide your registered UID, deposit address, a screenshot of your deposit, a withdrawal success screenshot from the sender’s platform, and the transaction ID (HASH) to [e-mail]. We will investigate further.

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2. How to check the deposit details and progress?

To check the deposit details and progress, log in to the corresponding blockchain address and input the HASH to see the status.

The blockchain addresses are as follows:

• BEP-20: https://bscscan.com/
• ERC-20: https://etherscan.io/
• TRC-20: https://tronscan.org/#/

For example, in the BSC chain, you can enter the HASH value or the deposit address in the BSC Explorer to check the transaction details, including deposit information and progress.

SAFEX Team