Please make sure you’re using the correct Hotcoin deposit address for the corresponding asset. If the address is entered incorrectly, the deposit will not be credited to your account.
一、 Deposit not received
1.Withdrawal marked as "successful" on the sending platform, but no TXID (Click here to learn what a TXID is) or shows "failed" on the blockchain:
If there is no TXID or the blockchain record shows "failed," it means the withdrawal was not sent successfully. A successful withdrawal requires a valid and traceable blockchain record. Please reach out to the sender to verify the transaction.
2.The transaction is on blockchain but lacks sufficient confirmations:
If the number of blockchain confirmations is insufficient, please be patient and wait for the confirmations to complete. Your deposit will be automatically credited once the confirmation process is finished.
3.Transaction confirmed on blockchain but still not credited：
If your transaction has been confirmed on blockchain, please check your receiving account. Deposits are processed automatically, and each transaction requires confirmation from the entire blockchain network. Once the required number of confirmations is reached, your digital assets will be credited to your account automatically .
Below are links to commonly used blockchain explorers where you can check the confirmation status of your transaction:
BTC Blockchain: http://blockchain.info/
ETH Blockchain (includes all ERC-20 token deposits): https://etherscan.io/
NEO Blockchain: https://neotracker.io/
LTC Blockchain: https://chainz.cryptoid.info/ltc/
If your deposit hasn’t arrived after 2–3 hours, please reach out to our online support team and provide the following information:
Receiving account and TXID:
The type and amount of the digital asset you deposited:
The email address or phone number registered with your Hotcoin account:
Note:
If you are depositing an Ethereum-based token (ERC20) or a Neo-based token (NEP-5), and you use the ETH or NEO deposit address directly, your deposit will not be credited automatically.
Please make sure to go to "Assets - Overview - Deposit" and request a dedicated wallet address for the specific token. Once the address is successfully generated and used, your assets will typically be credited within 1–2 hours.
二、Deposit sent to the wrong address
If you deposited digital assets to an incorrect address, here are a few possible scenarios:
1.The deposit address matches the intended asset’s wallet address.
On the Hotcoin platform, digital assets built on the same blockchain network may share the same wallet address. For example, tokens like KCS, TOKO, CHR, ETH, CRPT, and WTC are all based on Ethereum; NEO, GAS, and SOUL are based on the NEO network. Our system can automatically identify tokens by network, so your assets won't be lost. However, to ensure a successful deposit, please make sure to apply for the correct token wallet address before depositing. If you've already made the deposit but haven't applied for the wallet address, don't worry — you can still apply afterward, and your funds will arrive within 1–2 hours.
2.Deposit address doesn’t match the wallet address of the digital asset
If the deposit address does not match the wallet address of the digital asset you're depositing, Hotcoin may not be able to retrieve your funds. Please double-check your deposit address carefully before making any transfers.
Note:
If you mistakenly deposit BTC to an OMNI USDT wallet address, or send OMNI USDT to a BTC wallet address, we may be able to assist with the recovery. Please note that a processing fee will apply due to security, time, and labor costs, and the recovery process may take 1–2 weeks. Please reach out to our online support team and provide the following information:
1.The type and amount of the digital asset you deposited.
2.The incorrect deposit address (please specify which asset's deposit address was used).
3.The correct deposit address and a screenshot of it.
4.TXID
If you encounter any issues during the deposit process, feel free to contact our online support for assistance!
