When an Eco deposit or withdrawal goes wrong

The things that actually go wrong with Eco wallets, in the words people use when they go wrong. Each section says where your money is, what the platform can do, what it cannot, and when the answer genuinely needs a person.

I sent my deposit on the wrong network

This is the most serious deposit mistake, so here is the plain position first: the platform will not detect it, and there is no self-service way to recover it.

Deposit detection is bound to exactly one coin, on exactly one network, at exactly one address. That is why the deposit screen names the network next to the address and warns that other tokens or networks may be lost permanently. A transfer on a different chain produces nothing the platform is watching for. It is never seen, so it is never credited, and no row appears on Transaction history (/finance/history).

What the platform can do automatically: nothing. There is no recovery button, no rescan-other-networks option, and no page where you can claim a mis-sent deposit.

What is actually true about your coins depends on the chain and on which address the transfer landed at, which is why the answer has to come from a person. Some mis-sends land at an address the operator can reach on that other chain, and whether anything can be done is a manual investigation every time. Some land where nobody holds a key, and then nothing can be done by anyone.

So: do not send more, do not repeat the deposit, and do not assume it will turn up later. Open Support tickets (/support) straight away with the coin you sent, the network you sent it on, the network the deposit screen showed you, the receiving address, the amount, and the on-chain transaction hash. The hash is the only thing that proves what happened.

Before your next deposit, take the address and the network from Deposit (/finance/deposit) at the moment you send, and set the network on the sending side to match the name on that screen.

I did not add a memo or a tag to my deposit

For a deposit into an Eco wallet, there was nothing to add — so this is not what went wrong.

Eco deposits are matched by the receiving address alone. The address is bound to your wallet, so the address itself identifies the deposit as yours. That is why the Eco deposit screen on Deposit (/finance/deposit) gives you an address, a network and a QR code, and has no memo or tag field on it anywhere. If the wallet you sent from had a memo box and you left it empty, that is correct and it costs you nothing.

If your Eco deposit has not arrived, look elsewhere for the cause. In order of how often each turns out to be it: the wrong network, a different coin than the address was issued for, an address copied from an older session, or a transaction that has not yet been confirmed deeply enough. Check Transaction history (/finance/history) for a credited row, then compare the network and the address in a block explorer against what the deposit screen shows.

Two neighbouring cases that do involve memos, so you can rule them out:

A Spot deposit is a different thing. A Spot wallet's addresses come from the exchange the operator has connected, and some coins there do require a destination tag. If the deposit you are asking about went into a Spot wallet, the rules above do not apply to it.

Withdrawals can require one. The form on Withdraw (/finance/withdraw) asks for a destination tag or memo for the coins that need one and will not let you continue without it. That requirement belongs to the place you are sending to.

If none of that explains it, raise it on Support tickets (/support) with the coin, the network, the amount, the receiving address and the on-chain transaction hash.

My deposit has not been credited

Start on Transaction history (/finance/history) and look for a deposit row for that coin. What you find decides everything else.

There is a row. A credited Eco deposit is written as a completed deposit row, so if the row exists the money was credited. Check which wallet — the same coin can sit in an Eco wallet and a Spot wallet as two separate balances. Look at Wallets (/finance/wallet) under each type, and move it with Transfer (/finance/transfer) rather than depositing again.

There is no row. For an Eco deposit that is expected while the deposit is still being confirmed: the row is only written at the moment the credit happens, so there is no pending deposit row that later turns complete. An empty history is normal in that window.

To tell "still confirming" from "never detected", open the transaction in a block explorer and check three things against what Deposit (/finance/deposit) shows for that coin: the network, the receiving address, and the coin itself. If all three match and the transaction is confirmed, reopen the deposit screen for that coin and network — that puts the address back under active watch, which is what finds a transfer that arrived while nothing was looking. If the network or the coin does not match, it was never detected and never will be.

Also check that the transaction actually succeeded on-chain. A transaction that was rejected by the network transferred nothing, so there is nothing to credit.

If the coin, network and address all match, the transaction is deeply confirmed, and reopening the deposit screen has not helped, open Support tickets (/support) with the coin, the network, the address, the amount and the transaction hash.

My deposit address is different from the last one I used

Both outcomes are normal, and which one you are in depends on the coin.

Most Eco addresses do not change. They are derived for your wallet on that network and stay yours. If you see the same address you saw last time, that is expected, and sending to it again is fine — every confirmed transfer to it is credited as its own deposit.

Some tokens use an address the platform assigns you for the session. For those, the deposit screen shows a countdown while the address is reserved for you. When it expires the address returns to a shared pool and may be given to someone else, so the next time you deposit that coin you can legitimately be shown a different address. Nothing about your wallet changed.

There is a third case that looks like a change and is a repair. If an address stored for a network was unusable — for example one created in the wrong format before that network was fully supported — the platform replaces it with a working one the next time you open the wallet or the deposit screen. That is a silent fix, not a symptom, and it only ever affects an address that could not have received anything anyway.

What follows from all of this is one habit: take the address from Deposit (/finance/deposit) at the moment you send, every time. It costs nothing when the address has not changed, and it is the only thing that protects you when it has. Your current address per network is also listed in the wallet detail view on Wallets (/finance/wallet).

If you already sent to an old address and nothing has arrived, do not send again. Raise it on Support tickets (/support) with the address you used, the coin, the network, the amount and the on-chain transaction hash.

My withdrawal has been stuck in the queue

First, check what "stuck" means here by reading the status on the row in Transaction history (/finance/history). Only two of the states can look stuck, and they mean different things.

PENDING. The request was accepted, your balance has already been reduced, and it is queued. Eco withdrawals are worked through one at a time, and the platform deliberately paces itself between payments on the same network, so a request genuinely waits here behind others. Pending is a queue position, not a fault, and nothing is required from you. There is no confirmation step you have missed and no email link to click.

PROCESSING. The platform is building and broadcasting the payment. If the row carries a blockchain transaction hash, the coins have left — take the hash to a block explorer, because from that point the answer is on the network rather than here. A row that sits in processing without ever gaining a hash is picked up by the platform's own recovery: it is either retried, or flagged for a person if retrying could risk sending twice.

What you must not do is submit the same withdrawal again to "unstick" it. The first request already has your money; a second one would take it twice.

There is one deliberate outcome worth naming. If a payment was broadcast but its result could not be confirmed, the platform does not refund it and instead marks it for manual review, and you are notified that it is being reviewed. That looks like being stuck and is in fact the platform refusing to guess: refunding a payment that actually went out would pay you twice.

If a withdrawal has not changed status for far longer than others on the same network, open Support tickets (/support) with the coin, the network, the amount, the date and the destination address.

My balance shows in one place but not another

Almost always this is two different balances rather than one balance behaving oddly, and the fix is a transfer rather than a support ticket.

The same coin in two wallet types. An Eco wallet and a Spot wallet can both hold the same coin, and they are separate balances that are not spendable from each other. Wallets (/finance/wallet) groups your wallets by type — look for the coin under each one. Move it on Transfer (/finance/transfer); the move is internal, with no blockchain transaction and no network fee.

Money held in an open order. A balance committed to an order is not available to withdraw or transfer while it is held. It is still yours, it simply is not free. Cancelling the order releases it.

The withdrawal has already left. Your balance drops the moment you confirm a withdrawal, not when the coins arrive. A balance that is lower than you expect right after a withdrawal is correct — check Transaction history (/finance/history) for the row.

One network shows a figure that is not your spendable balance. Your Eco wallet for a coin is a single balance with several addresses behind it. Per-network figures are internal accounting for that address, and the number that matters — the one you can trade and withdraw — is the wallet balance on Wallets (/finance/wallet).

A deposit that is confirmed on-chain but not yet credited. Nothing appears in the balance or in the history until the credit happens. See the section on a deposit that has not been credited.

If none of these accounts for the difference — the coin is in no wallet type, no order is holding it, and the history shows no withdrawal that explains it — open Support tickets (/support) with the coin, the amount you expected, the wallet type you expected it in, and the date.