What should I do if my Interac e-Transfer deposit hasn't been received on Ndax?

Deposits made to us via Interac e-Transfer are automatically posted to your account once we receive them. This is a near-instantaneous funding process on Ndax’s side. However, please do note that funds sent via e-Transfer typically take 0-30 minutes to arrive to us from your financial institution. Therefore, funding times are highly contingent on your financial institution’s processing time when depositing funds using e-Transfer.

The following common explanations may be reasons why you do not see your e-Transfer deposit reflected in your Ndax account within the 0–30-minute timeframe: 

• Your financial institution placed your e-Transfer on a security hold. In this case, check on the status of the e-Transfer in your bank’s online web banking service or app. If the status is anything other than deposited or auto-deposited, you will need to contact your bank’s security team to release it. If your e-Transfer was sent successfully to us, you should have received a confirmation e-mail from your bank confirming successful auto-deposit or acceptance by the beneficiary.
• You erroneously inputted your unique message code or the code was omitted from your e-Transfer altogether. The unique message code allows our system to match your e-transfer to your Ndax account. Please see this article on how to fill out our missing deposit form if this explanation applies to you.
• You sent a deposit where the sender’s name of the e-Transfer does not match with what we have on file for you on your Ndax account. These e-transfers will require manual approval, and in some cases will be rejected. If you sent an e-Transfer from a joint or business bank account, please note that funds may be delayed until either proof of joint account ownership is provided or an Ndax business account is created. Please contact our support team for more information or if you do not wish to open an Ndax business account.
• Your bank does not support auto deposit - You erroneously inputted the security question and answer which resulted in the manual deposit being unable to be accepted by us. The funds should be automatically returned to your bank account.
• The e-Transfer was addressed to [email protected] instead of [email protected]. The latter is the correct e-mail address to send your e-Transfer to. Please contact your bank to cancel the e-transfer if it was sent to a different e-mail other than [email protected].