Troubleshooting Missing Deposits on KNOOZ Exchange

If you've deposited cryptocurrency into your KNOOZ account and it's not showing up, don't worry! The issue might be something simple, such as a delay in the blockchain network or a slight lag in reflecting the deposit in your account interface. Maybe it's just a delay—read more about possible delays —but there are also a few common reasons why this might happen, and we’ll go through them together to help you identify the issue.

Important Note:

If one of the issues mentioned below applies to your situation, the unfortunate reality is that the funds you deposited may not arrive in your account. We understand this can be concerning, and we regret that in such cases, our ability to retrieve the funds may be limited. However, even if you think one of these issues might apply, we encourage you to reach out to our Support team. There is still a small chance that we can assist in resolving the issue. Our team will do their best to help and explore any possible solutions.

Common Reasons for Missing Deposits:

1. Used Incorrect Protocol or Token Standard:

   • If you sent the cryptocurrency using the wrong blockchain network, such as sending Ethereum (ETH) through the Binance Smart Chain (BEP-20) instead of the Ethereum network (ERC-20), your funds may not have arrived in your KNOOZ account.

2. Deposited Below the Minimum Amount:

   • If you deposited an amount smaller than the minimum required by KNOOZ, the transaction may not have been processed. For instance, sending less than the minimum amount required for Bitcoin (BTC) could result in the funds not being credited to your account.

3. Forgot Destination Tag or Memo:

   • If you were depositing cryptocurrencies like STX, XRP, XLM, or EOS and forgot to include the required destination tag or memo, the deposit might not have been properly directed to your KNOOZ account. These tags or memos are essential for processing such transactions.

4. Sent Incorrect Currency Type:

   • If you accidentally sent the wrong cryptocurrency to an address, such as sending Litecoin (LTC) to a Bitcoin (BTC) address, the funds may not have reached your account. Each address is specifically designed to receive a particular cryptocurrency.

5. Used Incorrect Address:

   • If you sent the funds to an incorrect or outdated address that isn’t associated with your KNOOZ account, the deposit may not have been received. It's crucial to ensure that the address you used is one of your valid deposit addresses on KNOOZ.

What to Do Next:

At KNOOZ, we value your trust and are committed to supporting you through every step of your trading journey. Don't hesitate to contact us—we're here to assist you in any way we can.