Why Hasn’t My Deposit Been Credited?

1. Why hasn't my deposit been credited yet?

Blockchain asset transfers involve three stages: withdrawal from the sender - block confirmation - Monochrome crediting.

If the withdrawal status on the platform from which you initiated the withdrawal shows “Completed” or “Success” it means the transaction has been successfully sent to the blockchain but does not necessarily mean it has been credited to the receiving platform.

(1) Deposit BTC requires 1 block confirmation.

(2) After crediting, all assets in the account will be temporarily frozen. Once 2 block confirmations are reached, withdrawals can be made.

Due to possible network congestion, there might be a significant delay in processing your transaction. You can check the status of the transaction using the transaction hash within the blockchain.

If your deposit hasn't been credited, please check the following:
(1) If the blockchain shows unconfirmed or if the number of confirmations hasn't reached the threshold required by Monochrome for crediting, please wait patiently for it to be processed. Once blockchain confirmation is complete, Monochrome will credit your account.
(2) If the status shows "Failed," it means the transaction was not successful. You need to contact the sender or the platform from which you initiated the withdrawal for further confirmation. The receiving platform cannot handle this. For example, if you're transferring to Monochrome and the status on the block shows "Failed," please contact the source platform. If you're transferring tokens from Monochrome and see a transaction failure, you can contact Monochrome customer service.
(3) If the blockchain shows confirmed but your deposit hasn't been credited, you can contact platform customer service, which will provide guidance and solutions.
(4) If the status shows "Success," it means the transfer was successful. You can then check your spot account to see if the funds have arrived.

2. How to enter the block query?

After logging into the Monochrome official website, you can see your deposit records by clicking [View All] under the [Spot Account].

Find the deposit record for the asset in question, and click the button on the right to query the transaction hash, where you can view the detailed progress of the withdrawal.