caused by the following reasons:
Case 1: Blockchain Confirmation Delay
If your deposit information is correct but the assets have not arrived, the transaction record can be found on the blockchain. However, the blockchain is still awaiting confirmation, and there may be a short delay after full confirmation for the data to synchronize to our platform wallet. Please wait patiently. Please note that McnEx customer service cannot directly assist with blockchain delays.
Case 2: Depositing a Different Token
Please confirm that the token you deposit matches the token supported on our platform. Inconsistent full names of tokens will result in failed arrival. Please submit a Support Ticket, and our staff will assist you with the refund process.
Case 3: Wrong Deposit Address or Network
Please carefully check the deposit address and network before depositing. Do not deposit ETH to a BTC address, or send assets on the ERC20 network to other networks. This will cause your assets not to arrive. If this happens, please submit a Support Ticket promptly for assistance.
For more details, please refer to: How to Choose a Deposit/Withdrawal Network?
Case 4: Incorrect Memo/Tag
Some tokens require a Memo/Tag for deposit. You must fill in the correct Memo/Tag on the sending platform. An incorrect Memo/Tag will cause failure to credit. Please submit a Support Ticket with details: token type, amount, correct and incorrectly entered Memo/Tag, and transaction hash. Our engineers will follow up.
Case 5: Deposit via Smart Contract Address
Each token has a corresponding deposit address. Please use the deposit address generated by the McnEx system for that token. Do NOT deposit using the token’s contract address, as this will result in non-arrival.
Case 6: Deposit from Blockchain Rewards
Mining rewards and other blockchain incentives can only be deposited to a wallet address first. After the assets arrive in your wallet, you may deposit them to your McnEx account for trading. McnEx does not support direct deposits from blockchain rewards.
Case 7: Batch/Combined Deposit
Please do NOT use batch or combined deposit methods. Such deposits cannot be credited normally and require engineer intervention. Please submit a Support Ticket, select “Deposit not received”, describe your issue in detail, and our engineers will assist you.
Case 8: Below Minimum Deposit Amount
The minimum deposit amount is clearly shown on the deposit page. If your deposit amount is less than the minimum required, the assets will not be credited.
Warm Reminder
If this guide does not resolve your issue, please contact McnEx customer support.