My wallet top-up was not credited

A top-up is credited when the exact amount arrives on the right network and is confirmed. If your balance has not changed, the status of the top-up tells you why.

01Check the status

On the Add funds page

while the page is open, it shows the status of the top-up in four steps and tells you if something went wrong.

Later

sign in, open your account, select Orders and select the type Wallet top-up. A top-up that is not finished shows as Awaiting payment or Processing. A closed one shows as Failed or Expired, with a note that nothing was added to your wallet.

02What each status on the Add funds page means

Awaiting payment

nothing has been seen on the network yet. Check in your wallet or exchange that the transfer was really sent.

Confirming

the transfer was seen and is being confirmed.

Crediting

the payment is confirmed and your balance is being updated.

Credited

done. Check your balance under Wallet.

Amount mismatch

the amount that arrived is different from the amount shown. It was not credited automatically.

Expired

no payment arrived before the address expired, so the top-up was closed.

Failed

the top-up did not go through and nothing was added.

03Common causes

The processing fee was left out

you sent the amount you wanted to add, not the total shown.

Your exchange deducted its fee

from the amount, so less arrived.

A different network or coin

was used.

The transfer was sent after the address expired

, or your exchange released the withdrawal late.

04What to do

• Awaiting payment, Confirming or Crediting: do not send again. The status moves on by itself when the transfer is confirmed.
• Amount mismatch, Expired or Failed, and you did send funds: contact support with the details below. Do not send a second transfer to correct the amount.
• Expired or Failed, and you sent nothing: nothing was added and nothing is owed. Start a new top-up with Get a new address.

05When to contact support

Contact support when the status is Amount mismatch, Expired or Failed and you did send funds, or when the top-up stays on Awaiting payment although your wallet or exchange shows the transfer as completed. Use the support widget on the site or email [email protected], and include:

• The top-up reference (it starts with WT-) and the email of your account.
• The transaction hash (TXID, the ID of your transfer on the blockchain).
• The coin, the network and the exact amount you sent.

Support checks the transfer and tells you the result.

Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.

06Related articles

• How do I add funds to my Mate Wallet?
• What should I send support about a payment problem?
• I sent the wrong coin or used the wrong network