How to report a missing deposit or withdrawal
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Open Wallet issues, choose deposit or withdrawal, and enter the transaction details. Reports are checked against the blockchain and reviewed by our team, and you can follow the status on the same page.
When should I report an issue?
- A crypto deposit is confirmed on the blockchain and sent to your address, but is not in your balance.
- A deposit was sent on the wrong network.
- A withdrawal shows as sent or completed, but did not arrive.
Before you report, check the transaction on a block explorer. Many deposits are simply still waiting for confirmations.
How to report a missing deposit
- Open Deposit issues.
- Choose the coin and network.
- Enter the transaction hash (TxID), the amount and the destination address (your Xoibit deposit address).
- Add a note if it helps explain the problem, then submit.
How to report a withdrawal problem
- Open Withdrawal issues.
- Choose the withdrawal you want to report.
- Check the coin, network, amount and destination match the withdrawal, add a note, then submit.
A withdrawal that is still awaiting approval or processing cannot be reported yet, and a withdrawal that was rejected cannot be reported. See Why is my withdrawal pending?.
What happens after I report?
Deposit reports are checked automatically against the blockchain at regular intervals. Reports that cannot be settled automatically are reviewed by our team. The status of each report is shown in Wallet issues.
Each transaction can be reported only once, and you can have only a limited number of open reports at a time. Make sure the details are right before you submit.
Tips for a quick review
- Copy the TxID and address exactly; do not type them by hand.
- Use the network the coin was actually sent on.
- Write a short, clear note, for example which network the sender used.
FAQ
Why can't I submit a report?
The transaction may already be reported, you may have too many open reports, the details may not match, or the withdrawal may still be in progress.
Does reporting guarantee my funds are recovered?
No. Every report is checked, but some cases, such as a wrong-network deposit, may not be recoverable.