Why haven't my deposit/withdrawal arrived?
Possible reasons and solutions are as follows:
Network Confirmation Delay
Blockchain transactions require network confirmation time. Please wait patiently for 3~10 minutes, depending on chain congestion.
Withdrawal Not Broadcasted / Transaction Failed
Check the current status via "Withdrawal Records." If the transaction fails, please try again or contact customer support.
Processing Delay or Node Anomaly
System upgrades or network fluctuations may cause processing delays. Follow BenPay's official social media announcements (e.g., X/Twitter) or contact customer support for the latest status.
If it hasn't arrived after 30 minutes, please prepare the Transaction Hash (TxHash) and contact customer support via the official community.
What should I do if a transaction fails?
Check if there is sufficient Gas fee in your wallet.
Check if there is sufficient liquidity for the trading pair.
Trading volume (high trading volume is usually a good indicator of high liquidity)
The bid-ask spread (the smaller the spread, the better the liquidity usually)
Order book depth (if there are many orders and large amounts piled up, it indicates good depth)
If it still fails, try clearing the cache or logging in from a different device.
Does BenPay Dex charge fees? How are they charged?
BenPay Dex charges transaction fees. The default fee structure is as follows:
Spot maker fee: 0.1%
Spot taker fee: 0.2%
Futures maker fee: 0.05%
Futures taker fee: 0.1% All fees are automatically deducted from the user's transaction amount.
Unable to log in / Wallet connection failed?
Please confirm that your current network connection is stable.
Confirm that the wallet has granted BenPay DEX access permission.
If using Social Login (zk-login: Apple and Google support) or the **OB Wallet**, ensure the App is synchronized to the latest version.
Browser extension wallets require site access authorization to be enabled.
I have already made a deposit. Why is the asset not displayed on the trading page, and I can't place an order?
The deposit assets have not yet been credited or confirmed. Please check whether the deposit transaction has been successfully uploaded to the chain (view the TxHash transaction status).
The deposited asset has not been synchronized to the account balance (there might be a delay; suggest refreshing several times).
The deposited token is not on the list of supported trading assets.
Wallet or account connection anomaly; ensure the wallet is successfully connected and authorized.
The asset only entered the wallet, not the trading module.
Under BenPay DEX's matching trading model, wallet balance ≠ available balance for order.
To place an order, first perform an asset transfer operation on the trading page (e.g., click the "Transfer In" or "Transfer" button) to move assets from the main wallet to the trading account.
Are my funds safe on BenPay DEX?
BenPay DEX adopts a decentralized architecture. User assets are always stored in the user's personal wallet; the platform cannot arbitrarily move user assets. It possesses the following security advantages:
No Custody Risk: Assets are self-custodied; there is no risk of platform misappropriation or bankruptcy.
On-Chain Settlement Mechanism: All transactions are executed through smart contracts; data is transparent and verifiable.
ZK Verifiable Mechanism (Planned): Ensures verifiability and tamper-resistance of off-chain matching.
⚠️ Note: Safety is contingent upon properly safeguarding your private key/mnemonic phrase. The platform cannot access user wallets nor intervene in asset operations.
How can I protect my account security?
It is recommended to log in using the BenPay App, binding your on-chain identity for higher security.
Do not trust links, private messages, or airdrop invitations from unofficial sources.
Change passwords regularly and enable two-factor authentication (2FA) if applicable.
Safeguard your Private Key/MAC/Mnemonic Phrase securely; do not disclose it to anyone!
Do I need to complete identity verification (KYC) to use BenPay DEX?
No, BenPay DEX is a fully decentralized trading platform. Users only need to connect their wallet to trade:
No account registration is required.
No submission of identity documents is required.
No IP/region restrictions.
Supports privacy-friendly Social Login (zk-login), OB Wallet, and Mnemonic login.
This guarantees user anonymity and privacy protection.
If I lose my wallet's private key or mnemonic phrase, can the platform help me recover the assets?
Unfortunately, no. BenPay DEX is a non-custodial platform. Users have full control over their assets. The platform does not store any private keys, mnemonic phrases, or account passwords and therefore cannot recover lost assets.
We strongly advise you to:
Store your private key/mnemonic phrase offline, avoiding screenshots or uploading to the cloud.
Use a password manager or physical mnemonic backup card for encrypted storage.
Never share sensitive information with anyone.
How to contact BenPay Customer Support?
Join BenPay Official Communities:
Telegram: https://t.me/BenPayOfficial/
Discord: http://discord.gg/ssVAhwnx/
Community admins will assist you in resolving related issues.
Do not trust any transfer requests from non-official personnel!