Troubleshooting Missing Deposits on Ndax: A Step-by-Step Guide for Crypto and CAD Traders

Missing deposits can be frustrating, whether you're dealing with crypto or CAD transactions. At Ndax, we understand the importance of your funds, and we're here to help you navigate these issues quickly and efficiently. In this blog post, we'll cover why deposits might go missing and guide you on how to resolve these issues for both crypto and CAD deposits.

Deposits can sometimes go missing due to various reasons, including technical issues, user errors, or network delays. Below, we will break down the common causes for both cryptocurrency (crypto) and Canadian Dollar (CAD) deposits. 

Blockchain Confusion

• Crypto transactions are irreversible and rely heavily on blockchain technology. If you accidentally send funds to the wrong address or use the wrong blockchain (for example, sending Bitcoin to an Ethereum address, or sending USDC via Base to an Ethereum address), your deposit may not show up in your Ndax account.

Incorrect Memo/Tags

• For certain cryptocurrencies like XRP or EOS, transactions require a specific memo or tag to be processed correctly. If this information is missing or incorrect, your deposit may not show up in your Ndax account. Always ensure that you include the correct memo or tag when sending these types of cryptocurrencies.

Unsupported Tokens

• Depositing tokens that are not supported by Ndax can result in funds being inaccessible. Before making a deposit, verify that the asset is supported by Ndax to avoid any issues. See our supported list of tokens and networks here. If you have mistakenly deposited a non-supported asset, please see our blog here.  

Unconfirmed Transactions

• For crypto deposits, it is common for transactions to be unconfirmed, especially during periods of network congestion. An unconfirmed transaction may appear as "missing" until the necessary confirmations are processed by the blockchain.

Network Congestion

• Popular cryptocurrencies like Bitcoin, Ethereum or Solana can experience delays in transaction processing during high-demand periods. When the network is congested, your transaction may take longer to be confirmed, leading to a delay in reflecting in your Ndax account. 

Bank Processing Times

• Unlike crypto transactions, Wire CAD deposits often go through traditional banking channels. Delays in processing may occur due to bank operating hours, weekends, or public holidays. It’s important to note that bank transfers may take 1-3 business days to complete.
• For eTransfers, please be aware that the Interac system may occasionally experience delays or downtime, which could affect the processing time of your transfer.
• Additionally, banks may place a hold on or stop your transfers as part of a security check. If this occurs, you will need to contact your bank directly to have any hold released from your funds. 

Whether your deposit is crypto or CAD, follow these steps to troubleshoot the issue:

For Crypto Deposits:

• Double Check Your Deposit Details
  Ensure you’ve used the correct wallet address and blockchain. Crypto transactions are irreversible, so confirming that all details are accurate is crucial.
• Check the Blockchain
  If you have the transaction ID (TXID), you can check the status of your crypto deposit on a blockchain explorer. This will allow you to see whether the transaction is still pending, unconfirmed, or successfully completed.
• Be Patient with Network Delays
  If your transaction is stuck due to network congestion, it might take longer than usual to process. You can monitor the blockchain for updates, and please be patient while the network clears up.
• Complete a Missing Crypto Form
  - If you are 100% sure about the deposit details and your funds still haven’t been credited to your account, please complete a Missing Crypto Form for the specific cryptocurrency that is missing. This form helps us investigate and resolve the issue.
  - For more information on how to complete the form, please see here.  
  -The retrieval of supported crypto assets may take up to 30 days.

For CAD Deposits:

• Review Your Bank Statement
  - Confirm that your deposit was successfully initiated from your bank. Sometimes, deposits may appear delayed due to processing times at the bank’s end.
  - Additionally, for Interac eTransfers, ensure that the full reference code is provided to you by your banking institution. If the code is incomplete, it typically indicates that the bank has placed a security hold on the transfer. In such cases, please contact your bank to resolve the hold and provide the complete reference code to prevent delays.
• Check Your Account Details
  Ensure that your CAD deposit contains the correct account information, including your full name and your unique Ndax code. Any discrepancy could lead to delays.

For Both Crypto and CAD:

• Contact Ndax Support  
  If your deposit is still missing after following the above steps, it’s time to contact Ndax’s customer support team. You can reach us through live chat, email, or our support ticket system. Our team will work with you to investigate and resolve the issue promptly. 

Missing deposits are often due to temporary issues or simple oversights, but rest assured, they can be resolved quickly with the right steps. By verifying your transaction details, checking blockchain explorers for crypto deposits, or reviewing your bank statements for CAD deposits, you can usually track down the source of the issue. And, if necessary, our support team is always available to assist you.

We understand how important it is for you to access your funds promptly, and we’re here to help every step of the way on your crypto journey.