Crypto deposits troubleshooting tips

Crypto deposits are quite different from fiat deposits, as they happen on a blockchain. Keep in mind some key points to smoothly deposit crypto to CEX.IO.

  • Сheck your deposit address before every new operation. Sometimes, due to constant internal and network improvements, your CEX.IO wallet address can change. If you use the old address it can lead to a loss of funds since we don’t have access to inactive wallets. 
  • For this same reason, avoid using your CEX.IO wallet for receiving mining rewards.
  • Your deposit amount should be equal to or more than the required minimum. We won’t be able to credit a smaller amount to your wallet for technical reasons. You can find information about the minimum required and maximum possible deposit amounts on the Limits and Commissions page.
  • Double-check the currency you’re sending.

If you use an address for the wrong currency, the transaction will not reach its destination and you won’t be able to restore your funds. For example, BCH cannot be credited to a BTC wallet just as Ethereum-based tokens may be lost when sent to an ETH wallet.

Don’t forget to check how many confirmations are needed for every cryptocurrency transaction to reach your CEX.IO wallet.

Here are some useful tips on depositing particular cryptocurrencies to CEX.IO:

Ethereum (ETH)

When making an ETH deposit to your CEX.IO wallet, make sure you are not sending funds from a contract wallet.

To check whether your wallet address is a smart contract address, please visit https://etherscan.io/ and paste your address in the search field. A contract address will show Contract in the header. Keep in mind that all Ethereum multi-signature wallets are (smart) contract wallets.

Bitcoin Cash (BCH) 

Before making a BCH deposit to CEX.IO, make sure your sending wallet supports transactions to CashAddrr addresses. If your wallet doesn’t support them, you can use the Legacy format. Just click the Old address button on the CEX.IO Deposit page.

Litecoin (LTC)

Your LTC address on CEX.IO has a P2SH format (starting with M)*. However, some crypto platforms still don’t support transactions to these new addresses. In this case, you can simply use the LTC address converter and use an old (3-prefixed) format for your wallet address. 

*Litecoin addresses have similar formats to BTC addresses. In order to resolve confusion, the Litecoin community developed a new format for wallets (P2SH) that are prefixed with M. Such wallets work in the Litecoin network only and are not valid for Bitcoin.

Tether (USDT)

CEX.IO supports the Ethereum-based version of the USDT token. That means you should use only an ERC-20 compatible wallet to make a deposit to your CEX.IO account. Attempting to deposit Bitcoin-based (issued via the Omni Layer Protocol) or Tron-based (TRC-20) USDT to CEX.IO will cause a failed deposit and loss of funds. 

Please note that all USDT ERC-20 wallets begin with 0x

Dash (DASH)

There are two types of DASH wallet addresses. One is the general wallet address starting with x. The other is the multi-signature address starting with 7.

Keep in mind that CEX.IO only works with multi-signature Dash wallets. While many other platforms prefer standard wallets, we use multi-sig wallets to ensure the security of your funds. You can find more details here.

Stellar (XLM)

Stellar wallets have a special memo ID or text. When sending XLM to your CEX.IO account, make sure to include the correct memo ID. An incorrect or missing memo ID can result in a processing delay or missing funds.

Some Stellar wallets need to be activated with an initial deposit. This is not necessary for your CEX.IO wallet, however.

Ripple (XRP)

When depositing XRP to CEX.IO, a destination tag is required to associate your transaction with your account. You can find this tag on the Deposit page together with your deposit address.

If you forget the tag, it will be difficult to restore your funds. In case you enter the wrong tag, your funds will be sent to another recipient.

Cosmos (ATOM)

Every ATOM wallet has a special memo ID that you need to include when making a deposit to CEX.IO 

You can find your personal memo ID together with your ATOM wallet address on the Deposit page. Please note that a missing or incorrect memo may lead to a loss of funds. 

Neo (NEO)

Unlike most cryptocurrencies, NEO does not have decimal places. When sending NEO to your CEX.IO account, use only whole numbers. 

If you send amounts with decimal values, you’ll lose the fractional portion of your transaction. For example, when you enter 2.04 as your deposit amount, you’ll receive only 2 NEO on your CEX.IO balance. The remaining 0.04 NEO will be charged from your sending wallet and left in the network. 

TRON (TRX)

CEX.IO does not support the Ethereum-based version of the TRON token. Please make sure you’re using a TRC-20/TRC-10 compatible wallet to make a deposit to CEX.IO. Attempting to deposit Ethereum-based (ERC-20) TRX to a CEX.IO wallet may cause a failed transaction and loss of funds. 

Note that all TRX ERC-20 wallets begin with 0x, while TRC-10/TRC-20 wallets start with T

Tezos (XTZ)

Your CEX.IO XTZ wallet has an implicit account address (that starts with TZ). This wallet is used for baking and doesn’t support smart contract transactions (or delegation). There is another format of XTZ wallet that’s designed for delegating (smart contracts) and that starts with KT. Transactions between wallets of different formats are not supported, so make sure you’re sending funds from a TZ wallet.

In case of deposit delays

If your deposit gets enough confirmations but still is not credited to your CEX.IO balance, contact our Support Team. To check all the details of your operation, we’ll ask you to provide:

  • User ID of your CEX.IO account
  • Transaction ID of your deposit together with the link on the blockchain
  • The wallet address from which you sent funds
  • A screenshot of your deposit wallet address on CEX.IO

The more details you provide, the faster we’ll check out the situation and find a solution.

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