Deposit Not Received – Troubleshooting Guide

If you have completed a deposit but your assets have not arrived, there may be several possible causes. This article outlines common situations and the corresponding steps to help you resolve the issue quickly.

1. Insufficient Blockchain Confirmations

Blockchain transfers require a certain number of block confirmations before assets are credited. The actual time varies depending on the token and network selected. You can check the required confirmation count on the platform's deposit page. Common examples are listed below:

If your assets have not arrived after depositing, you can use the TXID (transaction hash) to check the current confirmation progress on the corresponding blockchain explorer. The TXID can be found in the "Withdrawal Records" on the sending platform. Blockchain explorers by network:

• TRC20 (Tron): tronscan.org
• ERC20 (Ethereum): etherscan.io
• BEP20 (BSC): bscscan.com
• SOL (Solana): solscan.io
• Arbitrum One: arbiscan.io
• BTC (Bitcoin): btcscan.org

2. Depositing Using an Unsupported Token or Network

If you transfer using a token or blockchain network not yet supported by Pionex, assets may not be recoverable. Before depositing, always verify the following:

• Deposit address
• Selected blockchain network
• Token type (the token contract address must match the tokens supported by Pionex)

3. Missing Memo/Tag

Certain blockchains (e.g., XRP, XLM, TON, ATOM) require both an address and a Memo/Tag to be filled in correctly when depositing. Failure to do so may result in assets not being credited.

4. Below Minimum Deposit Amount

If the deposit amount is below the platform's minimum deposit requirement, the assets will not be credited and cannot be recovered. Please check the minimum deposit amount for the relevant token on the deposit page before proceeding, or refer to the list for minimum deposit requirements.

5. Withdrawal Returned by Another Exchange

If a withdrawal to another exchange is returned, please first contact that exchange's customer support to obtain the relevant return information (such as the return TXID), then submit an application via the designated form.

Returned assets will first be deposited into Pionex's hot wallet. After the form is submitted, the team will assess the situation and assist in transferring the assets to your Pionex account. Manual processing is required, and a handling fee will apply — the exact amount will be shown at the time of submission.

6. Depositing to an Old Address

Effective April 1, 2026, 16:00 (UTC), Pionex no longer supports deposits to legacy deposit addresses. If you initiate a transfer to a legacy address, assets will not be automatically credited, and the platform will not be held responsible for any resulting asset loss.

For more details, please refer to the relevant announcement.

7. Depositing to a Different Pionex Account

If you hold multiple Pionex accounts, the deposit may have been credited to a different account than the one currently logged in. Please log in to each of your Pionex accounts individually to confirm where the assets were actually received, and avoid misidentifying the deposit as missing due to being logged into the wrong account.

8. Smart Contract Deposits

Pionex does not support smart contract deposits for certain tokens and networks. To confirm whether a specific token and network supports smart contract deposits, please refer to the deposit page for that token within the platform.

If you accidentally deposited using an unsupported smart contract, please contact customer support and provide the relevant TXID (transaction hash). The support team will assist you accordingly.

9. Depositing to a Deleted Account

If you accidentally deposited tokens to a deleted Pionex account, please contact customer support and provide the relevant TXID (transaction hash). The support team will assist you accordingly.

Important Notes

• Always copy the deposit address directly from Pionex before sending, and carefully verify that the copied address matches the displayed address exactly. Blockchain transfers are irreversible — please confirm both the address and network are correct before proceeding.
• If assets have not arrived due to using the wrong blockchain network, depositing an unsupported token, or failing to include a Memo/Tag, please submit an Deposit Recovery Form. 
• If recovery of your funds is technically possible, our team will follow up with you directly by email within 1–3 business days. If the recovery process requires manual/human intervention, a processing fee may apply. Our team will inform you of any applicable fees before proceeding.
• As blockchain transactions are irreversible, recovering assets sent via the wrong network requires manual on-chain tracing, which is a complex process. Resolution may take up to 60 business days (excluding weekends). A per-case handling fee will be charged to cover manual processing and on-chain transfer costs. Actual time and fees vary depending on the complexity of each case.
• Applications for undelivered deposits must be submitted within 30 calendar days from the date the TXID was generated on the blockchain. Requests submitted after this deadline will not be accepted. (Example: if the TXID was generated on January 1, 2026, the application deadline is January 31, 2026.)