A withdrawal marked as "completed" or "success" from any other exchange/wallet does not mean that the transaction has fully processed to the OceanEx exchange, It simply means that the transaction was successfully posted to the blockchain.
Once a transaction is on the blockchain, it will still take a variable amount of time to confirm and post to OceanEx exchange. Different blockchains require different amounts of “confirmations” before a transaction is verified.
It is not uncommon for a blockchain to be congested with many transactions, causing unexpected/unusual delays in processing your transaction. You may use the transaction ID (TxID) to follow the status on the blockchain.
You may follow the following steps to check your transaction status:
Please firstly make sure the deposit address you filled in for the transaction is the same as the address OceanEx provided to you (Without any extra space, number or Roman alphabet).
Please navigate the corresponding block explorer and paste the transaction ID (TxID) into the search field to check whether the receipt status shows "Success" and the transaction gets enough blockchain network confirmations.
Please be aware that each token/coin has a corresponding minimum deposit amount. Any deposit(s) less than the minimum will not be credited or refunded.
If you have followed steps above but still cannot find the deposit from your account balance, please provide the following information to us via a ticket:
- Your verified Email address
- Type of token
- Deposit amount
- Deposit address
- Transaction ID (TxID) in text format
- Deposit history screenshots
Our support team will assist you as soon as possible. Please be noted that providing all the necessary information will increase the priority to solve your problem.