I’m not sure which tokens and networks are supported. Where can I check?

You can view the full list of supported tokens and networks on our understanding crypto page.

I sent crypto to the wrong network (eg BEP-20 → ERC-20)

• Transfers sent via to the wrong network may not be automatically detected or credited.
• Please reach out to our support team and share your deposit or withdrawal ID, the amount you sent, and the sending and receiving addresses.  You can find these details under ‘history’ > ‘withdrawal details'. We’ll do our best to assist, but please note that recovery isn’t always guaranteed. 

I sent an unsupported token to a valid address

• Unsupported tokens are usually not automatically credited.
• Contact our support team with the Transaction ID / Transaction Hash and we’ll do our best to assist. Please keep in mind that recovery is attempted on a case-by-case basis only and is not guaranteed.

Can I withdraw crypto to someone else's wallet?

No. Due to Travel Rule requirements and our compliance obligations, you can only withdraw cryptocurrency to a wallet that you own.

Withdrawals to wallets owned by another person or third party are not supported.

My deposit shows on the blockchain but is not credited

• This can happen due to:
  • Insufficient confirmations
  • Network congestion or slow confirmations
  • Incomplete verification checks 
• If your transaction is confirmed on the blockchain, please provide our support team with the deposit or withdrawal ID and we will investigate for you.

My deposit is below the minimum amount. What will happen?

• If your deposit is below the minimum amount required, it will be treated as a small or dust deposit and will not be credited to your account. This is because the amount is too low for the network and platform to process.

Minimum deposit amounts

Please make sure your deposit meets the following minimum thresholds:

If your deposit is below the minimum, it may not appear in your account and cannot be recovered. Always double-check the amount before sending. 

Timeframes & expectations

• Deposits are credited once we receive any required blockchain confirmations and complete necessary checks. Most deposits are credited within minutes to an hour, but the timing can vary based on blockchain network conditions. However, it may take longer during periods of high traffic or if the transaction fee is low. Withdrawals are processed after you complete the withdrawal confirmation and any required verification. Processing times vary by asset and network.

Safety reminders

• Always double-check the network, address and tag/memo before sending. Transactions on the blockchain are irreversible.
• Only send supported assets and via supported networks shown on your account.
• Don’t share your account password or authentication codes with anyone else.