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Deposit Not Received?

JuCoin
  • Updated

1. Why hasn't my deposit arrived?

Blockchain asset transfers consist of three stages: Sender Withdrawal → Blockchain Confirmation → JuCoin Credit.

If the withdrawal platform shows a status of "Completed" or "Successful," it means the transaction has been successfully sent to the blockchain. However, this does not mean the funds have arrived at JuCoin yet.

Each blockchain requires a certain number of confirmations before transactions are credited to the recipient’s account. For example:

  • BTC deposits require 3 blockchain confirmations to be credited.
  • After being credited, all assets will be temporarily frozen until 3 confirmations are reached before withdrawals are allowed.

Due to potential blockchain congestion caused by high transaction volume, processing times may vary. You can track the transaction status using the Transaction Hash (TxID) on the blockchain.

If your deposit hasn't arrived, please follow these steps:

  1. If the blockchain shows "Unconfirmed" or the confirmation count has not met JuCoin’s requirements, please wait patiently until the required confirmations are completed. JuCoin can only credit your funds after the transaction is fully confirmed.

  2. If the status shows "Failed", it means the transaction was unsuccessful. In this case, please contact the sending platform (where the withdrawal was initiated) for further assistance, as the receiving platform (JuCoin) cannot process failed transactions. For example:

    • If you transferred funds to JuCoin but the blockchain status shows "Failed," contact the sending platform.
    • If you withdrew from JuCoin but the transaction failed, please contact JuCoin customer support.

  3. If the blockchain shows the transaction as confirmed, but the funds have not been credited, please contact JuCoin customer support for further assistance.

  4. If the status shows "Successful", the transaction is complete. You can check your Spot Account to confirm if the funds have arrived.

 

2. How to check the blockchain transaction?

Log in to JuCoin's official website, go to [Spot Account], and find your deposit record under [Transaction History]. Click on the transaction to view the Transaction Hash (TxID) and track the progress on the blockchain.