It may take some time for your deposit to be processed. The timeframe usually depends on the cryptocurrency network.
If your deposit is not reflected in your Changelly PRO account, please check the reasons described below.
1. Check if the transaction is confirmed on the blockchain
Check your transaction hash in a blockchain explorer corresponding to the cryptocurrency you transferred.
If your transaction hasn't been included to a block yet and its status is "Unconfirmed", please allow more time for the confirmation or contact your sending service support team for assistance.
2. Make sure that you’ve used a correct address
Changelly PRO provides a separate address for each asset. For example, you cannot send ETC to an ETH address. However, in case you've made such a mistake, sometimes it can be fixed. If this is your case, please refer to the article "Deposits sent by mistake."
3. Make sure that you’ve entered a correct extra ID, if required
Some assets share one public address for all incoming transactions. If you deposit such an asset, you need to enter your extra ID (or message, or destination tag, etc.) to get your transaction linked to your account. To see your extra ID, you need to open the "Wallet" tab and click the "Circle with a plus" button in the "Deposit" column corresponding to the asset you want to deposit.
If you forgot to specify the extra ID or its equivalent, please contact our Support Team. They'll do their best to solve your problem.
4. Check asset performance on the "System Monitor" tab
We regularly update our wallets software. During the maintenance you can see the relevant notification in the “Deposits” section. If you check the status for a certain coin on the System Monitor page and there's a Red field, it means that the deposits for this asset are temporarily disabled.
You can find the "System Monitor" tab in the footer on our main page.
Right after the maintenance is completed, the wallets will need some time to sync with the blockchain. In this case you'll need to wait a little more for your deposit to be processed.
If the “Deposits” field for the asset is green, please check the current processing time in the next column. It depends on the network load and in some rare cases may take several hours or more. Unfortunately, we can't accelerate this process.
5. Make sure you sent a coin which is supported by Changelly PRO
If you deposited an unsupported coin into your Changelly PRO account, it will be neither credited to your account nor sent back to your wallet.
To check whether a coin is supported, look for its ticker in your "Wallet" tab. If you didn't find it, or if its name or contract address differs from the coin or token you're to send, it means that we do not support this asset now.
If you didn't find a reason why your deposit wasn't processed, please contact Changelly PRO Support team.