Why is my deposit not showing in my wallet?

Your deposit is credited to the wallet you chose when you made the deposit, once the payment is confirmed on the blockchain. If you can't see it, check which wallet you chose, then check the deposit's status and confirmations in History.

Check which wallet you chose

A deposit lands in the wallet you picked under Deposit to wallet on the Deposit page. That is the USD Wallet, EUR Wallet, GBP Wallet or Bitcoin Wallet. It may not be the wallet you are looking at.

1. Sign in at app.jafx.com.
2. Look at your wallets on the Dashboard.
3. If the wallet you chose isn't shown, click Show empty wallets.

The Bitcoin Wallet is shown in bitcoin (₿) with 8 decimals, for example ₿0.00500000. A small bitcoin figure there may be your deposit.

When a deposit is credited, its page shows Deposit received: "{amount} has been credited to {wallet}." This tells you which wallet it went to.

Check the deposit's status in History

1. Select History in the menu at the top of the page (under Funds). The Transaction history page opens.
2. Filter by Type Deposit.
3. Click your deposit to open its page.

See What does my transaction status mean?

If you sent crypto after a deposit request expired or was cancelled, see I sent my deposit to an old deposit address.

Follow it on the blockchain

A crypto payment is credited once it has enough network confirmations. Bitcoin needs 6 network confirmations. The time depends on the network and on how busy it is. JAFX can't speed it up.

In History and on the deposit's page:

• The Confirmations column in History shows how many confirmations the deposit has so far.
• Once the deposit has at least one confirmation, its page shows a Confirmations row with the number so far. Select View Confirmations for more detail.
• While the deposit is Pending, its page shows a Check on blockchain row. Click the link in it to open a public blockchain explorer. The explorer shows the transaction and its confirmations.

You can also look up the transaction ID (hash) from your own wallet on a public block explorer for your network.

If the explorer shows no payment at all, the payment has not reached the blockchain. Check with the wallet or service you sent from.

See How long deposits take: confirmations by network.

When the page says your payment has arrived but History still says Pending

Sometimes the deposit's page shows this notice:

"Your payment has arrived, but your transaction history still lists it as Pending: our records haven't been updated yet, so it isn't in your wallet yet. This page updates by itself once it's credited."

• Wait. The page updates by itself when the money is credited.
• Do not pay again.

The page may instead say "This deposit expired before it was completed, but your transaction history still lists it as Pending: our records haven't been updated yet." Send nothing for that deposit, and start a new one if you still need to deposit. If you already sent crypto for it, it is normally still picked up and credited to your wallet automatically. If it has not arrived after the usual time, contact us.

Deposits land in a wallet, not a trading account

A deposit always arrives in a wallet, never directly in a trading account. You can't trade from a wallet. To trade with the money, move it to a trading account:

1. Go to Internal Transfers.
2. Choose your wallet as the source and your trading account as the destination.
3. Enter the amount and click Confirm transfer.

Transfers between the same currency are free and instant. See How to transfer funds between your wallet and trading accounts and Why did my deposit go to my wallet and not my trading account?

When to contact us and what to send

Contact us if:

• your Bitcoin deposit has 6 confirmations on the explorer but is still not in your wallet
• another deposit is confirmed on the explorer but is still Pending in History
• your payment is on the blockchain but you can't find the deposit in History
• the deposit shows Expired, Cancelled or Rejected, but your payment arrived on the blockchain

Send us:

• the transaction ID from History (under More details on the deposit's page)
• the transaction ID (hash) from your own wallet
• the coin and the network you used
• the amount you sent

You can reach us by live chat. Click the Chat button in the portal to talk to a real person. You can also email support@jafx.com from your registered email address. We never ask for your password, your 2FA code or any one-time code. You get a response within 24 hours.

If you used the wrong network or sent an unsupported token, see I sent my deposit on the wrong network or sent an unsupported token. If the amount was different from the one shown, see I sent more or less than my deposit amount.

We are available 24/7 via live chat or email.