Case 1: There is no transaction ID
Solution: We recommended you contact the sending platform or external wallet from where the deposit is expected to happen. It is possible that your transfer did not get successful.
If your transaction shows “unconfirmed” on the sending blockchain platform, you must wait for the transaction to be processed on the blockchain. Once it is included in the blockchain, it will begin to produce confirmations. MoonX wait to receive 7-8 confirmation before reflecting on the [Deposit] section.
Case 2: Sending platform has provided transaction ID but deposit is not reflecting
Solution: All deposits are confirmed by the MoonX platform is less than 10 minutes. We request you to hold during the processing period. Sometimes, there is a delay in the time needed for our system to record your deposit.
Note, You may use the transaction ID (TxID) to follow the status on the blockchain at any time.
Case 3: Above 2 cases are through and yet no deposit update
Solution: If you still haven't received your deposit, please contact our customer support and provide the following information:
- The recipient's address and TXID (transaction ID)
- The type and amount of coins.
- Your email address on MoonX