Deposit not received — troubleshooting guide

Most "missing" deposits are waiting for network confirmations or were sent on the wrong network. Follow the steps below in order.

Step 1: Check the number of confirmations

Every deposit needs a fixed number of block confirmations before it is credited. The required count depends on the chain:

Track progress with the txid on any block explorer.

Step 2: Verify the network and address

If you sent funds on a network XStar does not support for that token, the deposit cannot be credited automatically. Never guess: always copy the deposit address shown in "Assets → Deposit".

Step 3: Check minimum deposit amounts

Deposits below the minimum amount are not credited and cannot be recovered. The minimum for each token is displayed on the deposit page.

Contacting support

Prepare the following before reaching out:

• Token and amount
• Deposit address used
• txid / transaction hash
• Network (e.g., ERC-20, TRC-20)