Deposit and Withdrawal FAQ

1. Why has my deposit not arrived?

A deposit may fail to arrive for the following reasons:

Blockchain network confirmations are not completed: different assets require different numbers of confirmations before they can be credited.

Incorrect deposit network or asset type selected: for example, selecting an unsupported chain or asset.

Funds were sent to the wrong address or via an unsupported network.

The withdrawal platform used a smart contract transfer or a transfer method not supported by EKBIT.

Please check whether the transaction is displayed on the blockchain explorer and confirm the selected network and address are correct. If everything is correct but the deposit is still not credited, you may submit a request to customer support for assistance.

2. What should I do if my deposit is completed but still not credited?

Please follow the steps below:

Check the blockchain transaction status and confirm whether sufficient confirmations have been completed.

Ensure the deposit network matches the network supported by EKBIT.

Verify that the deposit address on-chain is correct.

If the deposit requires Memo / Tag / Note, please ensure it is filled in completely and correctly.

If all information is correct, please provide transaction details (TxID, amount, time, asset, network) to customer support for further assistance.

3. Why is my deposit taking a long time to arrive?

Possible reasons include:

The selected network is congested, causing confirmation delays.

The deposited asset requires a higher number of confirmations and has not yet met the requirement.

Blockchain network maintenance or delays.

If this occurs, please wait patiently and check again once the transaction status shows “Completed,” or contact customer support.

4. What should I do if I see an error saying the deposit address is unsupported or incorrect?

Please ensure:

The deposit address is obtained directly from the official EKBIT deposit page.

The network selection matches the asset’s chain (e.g., ERC-20/BEP-20).

Some assets require a Memo/Tag/Note; ensure it is filled in correctly as required.

Deposits sent incorrectly may be unrecoverable. Please always verify before proceeding.

5. Why was my deposit not credited because the amount was below the minimum limit?

If the deposit amount is below the platform’s minimum deposit requirement, the system may not process it. Please check the minimum deposit limit for each asset before depositing and ensure the transfer amount meets the requirement.

6. Why did I not receive my withdrawal?

A withdrawal may fail to arrive due to the following factors:

Blockchain network confirmation time is long and the transaction has not completed.

The withdrawal address or network was entered incorrectly.

The withdrawal is still “Processing” or “Under Review.”

Please check the transaction hash (TxID) on the blockchain explorer to confirm its status. If everything is correct but the funds have still not arrived, please submit a support ticket.

7. What should I do if my withdrawal is completed but the funds have not reached the destination address?

Please verify the following:

Whether the withdrawal status shows as completed.

Use a blockchain explorer to check whether the transaction has been broadcast to the network.

Confirm whether the receiving platform or wallet supports the chain and asset.

Verify that the withdrawal address is accurate.

If an incorrect address was used or the receiving platform is experiencing delays, please contact the receiving platform or EKBIT customer support for help.

8. Why might a withdrawal be cancelled or fail?

Withdrawals may be cancelled or fail for the following reasons:

System risk control (such as abnormal login or security concerns).

Blockchain network failures or node issues.

The account does not meet withdrawal requirements or security settings are incomplete.

If a withdrawal fails or is cancelled, the platform will notify you via in-app message or email. Please follow the instructions or contact customer support.

9. How long does a withdrawal take?

Withdrawal completion time depends on blockchain confirmation speed and current network congestion.

Most major chains complete confirmation within several minutes to tens of minutes, but high congestion may result in longer delays.

10. Are there withdrawal fees and limits?

Withdrawal fees and minimum withdrawal amounts vary by asset. Please refer to the withdrawal page on EKBIT for details on each asset’s fee and minimum withdrawal requirements.

How can I avoid deposit or withdrawal issues?

Before performing a transaction, it is recommended to:

Carefully verify the target wallet address and network type.

Confirm whether a Memo/Tag/Note is required for the deposit/withdrawal.

Check the minimum deposit or withdrawal limits.

Avoid making transfers during periods of network congestion or maintenance.

Following these steps significantly reduces the chance of encountering issues.

12. How do I submit feedback if a deposit or withdrawal issue occurs?

If an issue occurs, please promptly submit a support ticket via the platform’s online customer service and provide:

Asset and amount

Transaction hash (TxID)

Deposit/withdrawal time

Relevant screenshots or error messages

Customer support will assist you after verifying the information.