Overview
If you have deposited digital assets to BKG Exchange but the funds have not appeared in your account, follow the steps below to check the deposit status.
Deposit processing time may vary depending on the deposit method, blockchain network, and required confirmations.
For On-Chain Deposits
Step 1: Check the Transaction Status
Check the transaction status on the wallet or platform you used to send the assets.
If the transaction is still pending, wait until it has been processed by the sending platform.
Step 2: Check the Transaction on the Blockchain
If a TxID (Transaction ID) is available, use it to check the transaction status on the relevant blockchain explorer.
Confirm whether the transaction has been successfully confirmed on the blockchain.
Step 3: Check the Deposit Address
Make sure the assets were sent to the correct BKG Exchange deposit address.
Compare the address shown in your BKG Exchange deposit history with the address used for the transfer.
Step 4: Check the Network
Make sure the network used for the transfer matches the network selected on the BKG Exchange Deposit page.
Using an unsupported or incorrect network may prevent the assets from being credited.
Step 5: Check the Memo or Tag
For assets that require a Memo, Tag, or other additional information, make sure the required information was included correctly.
Step 6: Check the Minimum Deposit Requirement
Some digital assets may have a minimum deposit requirement.
Check the deposit page to confirm whether your deposit meets the applicable minimum amount.
For P2P Purchases
If you purchased digital assets through P2P and the assets have not been credited:
- Open your P2P order history.
- Check the current order status.
- Review the payment and order information.
- Follow the instructions displayed on the order page.
- Use the available Appeal or Dispute function if the order cannot be completed normally.
Do not make additional payments outside the instructions provided in the P2P order.
For Credit Card / Quick Buy Purchases
If you purchased digital assets through Credit Card / Quick Buy:
- Check whether the card payment was successfully completed.
- Check your BKG Exchange transaction history.
- Check the order or payment status.
- Wait for the purchase to finish processing.
- Contact Customer Support if the payment was successful but the digital assets have not been credited.
If Your Deposit Is Still Missing
If you have completed the checks above and your deposit is still not credited, contact BKG Exchange Customer Support.
Provide the relevant information, such as:
- UID
- Digital asset
- Deposit amount
- Deposit method
- Network, if applicable
- Deposit address
- TxID, if applicable
- Screenshot or other transaction information, if requested
Never provide your password, verification code, or 2FA code.
Important Notes
- Blockchain deposits may require a certain number of network confirmations before being credited.
- Network congestion may increase processing time.
- Deposits sent through unsupported networks may not be automatically credited.
- Blockchain transactions are generally irreversible.
- Do not send another transaction simply because the previous deposit has not appeared.
- Always check the latest deposit requirements displayed by BKG Exchange before making a transfer.
FAQ
Why has my on-chain deposit not arrived?
The transaction may still be pending, waiting for blockchain confirmations, or may have been sent using an incorrect network or address.
My transaction is confirmed on the blockchain. Why is my balance still not updated?
The transaction may still be undergoing BKG Exchange processing. Check your deposit history and allow additional processing time.
What is a TxID?
A TxID is a unique identifier for a blockchain transaction. It can be used to check the transaction status on a blockchain explorer.
What happens if I use the wrong network?
The deposit may not be credited automatically and recovery may not be possible in some cases.
My P2P payment is complete but I have not received the assets. What should I do?
Check the P2P order status and use the available appeal or dispute process if necessary.
My card payment was successful but I have not received the digital assets. What should I do?
Check the purchase order and transaction status first. If the payment was successfully completed but the assets are still missing, contact BKG Exchange Customer Support.
What information should I provide to Customer Support?
Provide your UID and relevant transaction information, such as the asset, amount, network, and TxID when applicable.
Do not provide your password or security verification codes.