There are usually the following reasons why the deposit has not been credited:
1. Block confirmation delay
Suppose the recharge information is confirmed to be correct, but the assets have not yet arrived. In that case, the block confirmation on the chain needs to wait for a specific period, and there may also be a delay in synchronizing the block to the Wallet. Please be patient and wait. If the account has not arrived after more than one hour, please contact customer service for assistance.
2. Incorrect address and network charging
Be sure to carefully check the recharge address and network type before recharging. If you recharge to the wrong address or select an unsupported network type, the assets may not be credited. If you encounter this issue, please reach out to our customer service team for assistance.
3. Minimum Recharge not reached
The platform's recharge page indicates the minimum recharge amount. When withdrawing coins from other platforms, please consider paying handling fees to ensure that the actual recharge amount reaches the minimum; otherwise, the assets may not be credited. If there is still a remaining amount after deducting the handling fee, it can be refunded to the designated address. If the balance is insufficient to cover the withdrawal fee, the funds cannot be recovered.
4. Recharge status query
After completing the recharge, you can check the transaction status through the block explorer. The confirmation of successful recharge is indicated by the transaction status displayed as "Confirmed." If the status is "Pending Confirmation" or "Failed", please try inquiring later or contacting customer service for further processing.
5. Network issues
Please ensure the network is stable when recharging and use the official link. If the Recharge fails due to an unstable network or unofficial links, it is recommended that you verify the situation first and then contact customer service for assistance.
6. Peak charge delay
Blockchain transactions may take a considerable amount of time to confirm during peak network hours due to congestion. It is recommended that you wait patiently and check the progress of your deposit regularly. If it has not arrived long, you can contact customer service to provide the transaction hash (TxID) for inquiry.
7. The account is frozen or restricted
If your card account is frozen or restricted, the recharge amount may not be appropriately credited. It is recommended to contact customer service.
8. Double Recharge
If you make multiple deposits within a short period, it may cause system recording delays and abnormal display of assets. It is recommended that you review the deposit records to ensure the status of each transaction is correct and contact the platform's customer service personnel to confirm the arrival status.
9. Materials required when contacting customer support
To ensure that customer service can quickly locate the problem, please provide the following materials:
• Transaction hash of Recharge (TxID)
• Your recharge address and network type
• Screenshot or video to illustrate the problem
For other assistance, please contact customer service through BenPay's official TG community: https://t.me/BenPayOfficial