The most common solution to a missing deposit is time – our systems usually take up to four hours to process deposits, but in other circumstances, it can take longer. We recommend waiting 12 hours before contacting our support team regarding your deposit, as deposit times vary from coin to coin depending on the network speed and the number of confirmations required.
What are confirmations?
In essence, confirmations refer to the rate transactions occur through block generation. For BTC, roughly every ten minutes, a block is generated and confirmed. This number varies from coin to coin.
Each block contains information regarding recent transactions. Transactions are batched in blocks as a way of storing information, and ensuring immutability. On a high level, confirmations refer to the rate a coin network is updated.
Checking the status of your deposit
- Login to your account.
- Go to Activity > Deposit
- The deposit should appear in your Deposit History, along with the number of network confirmations needed to complete.
- Login to your account.
- Select Wallet > Tap on the icon on the top right corner.
- Select Deposits and tap the funnel icon on the right corner to select a date range.
- You should see your deposit history. Select the deposit you wish to check and the number of network confirmations needed to complete will be shown.
Most cryptocurrencies have a block explorer where transactions can be monitored by entering the TxID or TX hash. If you are able to see your transaction on the block explorer, it should show in your Deposit History shortly.
If the deposit is not appearing in your Deposit History and at least 4 hours have passed, please open a ticket through our Support Center.
NOTE: Poloniex does not support the use of contract-to-contract, smart contracts, or any services that use smart contracts for depositing to your Poloniex account. Poloniex does not support the use Multi-Sig wallet, Aggregate, or any services that use Multi-Sig wallet for depositing to your Poloniex account. Please be aware that there is no guarantee that we can recover your transaction and successful recoveries will be subjected to a 5% recovery fee.
- I deposited a coin and it’s taking a long time for my funds to be accessible. Can you speed this up?
- Certain coins, like BCN, have higher confirmation minimums due to network instability. At this time, BCN has a minimum of 750 confirmations before the funds are liquid. As a result, BCN deposits may take longer than usual to be available.
- I sent a deposit without including the necessary memo ID. Is it possible for you to help me?
- Yes, our team may be able to assist with these cases provided the necessary information. Please file a support ticket for assistance, providing your transaction ID and evidence that the funds are yours.
- I sent funds to the wrong address. Can you help me?
- It’s likely we will not be able to assist in these cases. Due to the immutable nature of blockchains, it's not possible to reverse transactions. If you reach out to our team, we can certainly investigate your case further.