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 know delayed deposits are frustrating. This guide outlines the most common causes and the fastest steps to resolve them. 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 appear “missing” for several reasons, including network confirmation delays, incorrect deposit details, or processing holds. Below, we will break down the common causes for both cryptocurrency (crypto) and Canadian Dollar (CAD) deposits. 

Blockchain Confusion

• If you send funds to the wrong address or use a different network than the one Ndax supports for that asset (for example, sending USDC on an unsupported network), 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 not supported by Ndax, or using an unsupported network for a supported token, will make funds inaccessible. For example, sending USDC on Tron (TRC-20) to your Ndax Ethereum (ERC-20) wallet address will fail. Ndax does not offer support for Tron. Sending via unsupported Tron will lead to lost funds and Ndax cannot guarantee recovery. Always check the asset and exact network in your dashboard before sending. Before depositing, confirm the asset and network are supported in the Ndax Help Centre. If you deposited an unsupported asset or used an unsupported network, follow Ndax’s deposit recovery guidance. 

Unconfirmed Transactions

• For crypto deposits, a transaction may remain unconfirmed for a period of time, especially during network congestion. An unconfirmed transaction may appear as "missing" until the necessary confirmations are processed by the blockchain.

Network Congestion

• Popular networks such as Bitcoin, Ethereum, and Solana can experience confirmation delays 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 transfers, CAD wire deposits move through traditional banking rails. Bank cut-off times, weekends, and holidays can affect timing. Ndax notes that wire transfers are typically deposited within 0–1 business day of being sent, although processing times can vary by financial institution.
• Interac e-Transfer deposits are typically reflected within 0–30 minutes, but delays can occur depending on Interac or your bank.
• Banks may place a security hold on a transfer. If this occurs, you’ll need to contact your financial institution’s security or fraud team to confirm whether the transfer is being withheld.

Account Verification Issues 

• In some cases, CAD deposits may require additional review by Ndax’s security and compliance teams, particularly if account details do not match or information is missing. If there are discrepancies or issues with your account (e.g., mismatched account names or missing information), it may delay the deposit process. 

Failure to Add Your Unique Ndax Code 

• When making a deposit via Interac e-Transfer or wire transfer, include your unique Ndax message code so the deposit can be matched to your account. This code allows us to match your deposit to your account quickly and accurately. Failing to include your Ndax code may result in delays in your funds being credited to your account. Please ensure you add this code to avoid any processing issues. 

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 details in advance is vital.
• 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. This is outside of any crypto trading platform’s control.
• Complete a Missing Crypto Form
  - If you are sure the deposit details and network are correct and your funds still haven’t been credited, complete the missing deposit form from your wallet page for the specific asset. This helps Ndax investigate the deposit.
  - 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 know timely access to funds matters. If you’ve completed the checks above, Ndax support can help review your deposit details and next steps.