This guide explains how operators should perform the initial investigation when a customer reports that a crypto deposit is missing or has not been credited.
Before escalating a deposit issue to Support, always verify the transaction details against the customer's Entry Wallet information in Back Office.
Step 1: Ask the Customer for the Correct Transaction Link to Explorer
First, ask the customer to provide the transaction link (TX link) for the deposit they are reporting.
Tx link to explorer example:
https://solscan.io/tx/3VHXRT7sY1CKLSyGWSojSCu42w41KLjwRqPBHZb16u8W5vjGgEQg5MsS6suaLJZbswzjvgNuKaihvQ6LrXrVXvsx
The TX link should open the transaction on the relevant blockchain explorer and allow you to verify the transaction details.
Make sure the customer has provided the correct transaction before continuing with the investigation.
Step 2: Check the Transaction Details
Open the TX link and check the deposit information.
You need to identify:
The receiving wallet address (marked left)
The token/currency that was sent (marked right)
You will compare these details with the customer's Entry Wallet information in Back Office.
Step 3: Check the Customer's Entry Wallet in Back Office
In Back Office go to the Entry Wallet section and search the same copied deposit address.
In the Entry Wallet section, verify:
Whether the receiving address shown in the TX belongs to this customer
Whether the token used in the transaction matches the token associated with that Entry Wallet
The deposit address and network/token must match.
If these details match and the deposit is still not credited, the case should be escalated to Support as a deposit issue.
However, if the customer sent funds using a different token or network than the one assigned in the Entry Wallet, the case should be treated as a refund case.
For example:
Transaction: Solana USDT
Entry Wallet: Solana USDC
Even if the wallet address appears similar or is associated with the customer, a token or network mismatch means the transaction should be handled as a refund case.
Open a Refund Ticket and follow the standard Refund Policy.
If Address Found, Token, and Network Match
If:
TX deposit address = Customer's Entry Wallet address
and
TX token = Entry Wallet token
and
TX network = Entry Wallet network
then the deposit was sent using the correct wallet, token, and network.
👉 In this case, if the deposit has still not been credited, escalate the case to Support as a deposit issue.
If Address Not Found in Entry Wallet
If the address shown in the transaction does not belong to the customer's Entry Wallet, this should not be escalated as a normal missing deposit issue.
Examples include:
The customer sent funds to an incorrect wallet address
The receiving address cannot be found under the customer's Entry Wallet
In these cases, treat the transaction as funds lost/sent to incorrect deposit address.
Quick Decision Process
Customer reports missing deposit
↓
Ask for the correct TX link to explorer
↓
Check receiving address, token, and network in the TX
↓
Compare them with the customer's Entry Wallet in Back Office
↓
Address + Token + Network Match ✔
→ Escalate to Support as a Deposit Issue
Address Not Found ✖
→ Funds sent to wrong address (lost)
Token Mismatch, or Network Mismatch ✖
→ Open a Refund Ticket as per Refund Policy