Most "missing" deposits are simply still confirming, and they appear on their own. Check the status under Account → Balance History → Deposits, then look up your transaction ID (TxID) on a block explorer. If the transfer went to the wrong network or the wrong address, or if less was sent than the deposit screen asked for, be aware of this before you go further: those funds are lost on the blockchain, and they cannot be refunded. This page shows how to tell which case you are in, and how to make sure it never happens again.
Check 1: is it still confirming?
Open Account → Balance History → Deposits. Each deposit shows the amount you asked for, what was actually paid, the coin and a status:
- Pending: we are waiting for the payment, or it has arrived and the network is still confirming it. This is normal. Leave it.
- Partially Paid: less arrived than the deposit screen asked for. See check 4.
- Completed: the amount has been added to your balance. Refresh the page if you do not see it.
- Declined: the payment expired or failed, and it was not credited.
Next, find the TxID (also called a transaction hash) in your wallet's or exchange's withdrawal history, and paste it into the explorer for the network you used:
| Network | Explorer |
|---|---|
| Bitcoin | mempool.space |
| Ethereum (ETH, USDT-ERC20, USDC) | Etherscan |
| TRON (TRX, USDT-TRC20) | Tronscan |
| BNB Smart Chain (BNB, USDT-BEP20, SHIB) | BscScan |
| Solana (SOL, USDT) | Solscan |
| Polygon (USDT) | PolygonScan |
| Litecoin, Bitcoin Cash, Dogecoin | Blockchair |
| XRP Ledger | XRPScan |
| TON | Tonviewer |
The explorer tells you three things: whether the transfer is confirmed, which address it went to, and how much arrived. If it shows no transaction at all, your wallet or exchange has not sent it yet; ask them, not us. If it is confirmed, sent to the address on your deposit screen, for the full amount, and your deposit still shows Pending after an hour, contact support with the details listed below.
Why a transfer can sit unconfirmed: on Bitcoin and Ethereum, a transfer sent with a low network fee waits until blocks have room for it, which can take a while when the network is busy. That is a delay, not a loss. Once it confirms, the deposit completes on its own; there is nothing to resend.
Check 2: right coin, right network?
Compare the coin and network in your wallet's history with the deposit screen. The two most common mistakes:
- Right coin, wrong network. For example USDT sent on BNB Smart Chain to an address that was created for USDT on Ethereum. Ethereum, BSC and Polygon addresses all start with
0x, so the wallet does not stop you, and the transfer "succeeds" on a chain where nobody is watching for it. - Wrong coin. For example TRX sent to a USDT-TRC20 address, BTC sent to a Bitcoin Cash address, or Shiba Inu on Ethereum sent to our Shiba Inu (BSC) option.
A deposit sent on the wrong network, in the wrong coin or to the wrong address is lost. Blockchain transfers cannot be reversed, we cannot pull coins back from a network or address we do not control, and there is no refund. We say this plainly because the kinder-sounding alternative, "we will try", would only keep you waiting for money that is not coming back.
Check 3: coins that can need a memo or tag
XRP and TON can use an extra field, a destination tag for XRP and a comment or memo for TON, to match a payment to a customer. If our deposit screen gave you one and it was left out or typed wrongly, the payment cannot be matched. If the screen showed only an address, you did not need one. When you are unsure for a future deposit, ask support before you send, not after.
Check 4: underpaid ("Partially Paid")
A deposit is credited only when the full amount shown on the deposit screen arrives. The usual cause of an underpayment is an exchange that takes its withdrawal fee out of the amount you typed, so less arrives than you intended.
- If your deposit shows Partially Paid, the deposit page asks you to send the missing difference, plus the network fee, to the same address, so the payment can complete.
- If it is not completed, the amount already sent is lost, and it is not refunded.
- A transfer below the coin's minimum deposit is never credited. The minimum is shown on the deposit screen for each coin.
How to make sure it never happens
Each of the problems above has a ten-second prevention:
- Match the network. Read the network name on the deposit screen ("Only deposit over the … network") and choose exactly that network in your wallet or exchange.
- Copy the address with the button, then compare the first and last four characters after pasting.
- Send at least the amount on the screen, and never less than the minimum. On an exchange, add its withdrawal fee on top.
- Use a fresh address every time. Each deposit address is for one payment only.
- New to a coin? Start small. A small first transfer that arrives is cheap insurance for the larger one.
For the step-by-step version with USDT on TRON, see how to deposit USDT (TRC20); for the traps of each coin, see all 17 coins compared.
What to send support
If your transfer is confirmed on the explorer, went to the right address on the right network for the full amount, and still has not been credited, open a ticket on the support page. Include:
- the TxID (transaction hash);
- the coin and network you sent on;
- the deposit address you sent to;
- the amount sent and the approximate time;
- a screenshot of the deposit screen, if you still have it.
Tickets are answered in the order they arrive, and you get an email when there is a reply. Never post a TxID, address or screenshot in a public place, and never send documents in chat. If your deposit is part of an identity or source-of-funds check, the process is described in our AML & KYC policy.
Beware of "recovery" services. Searches for lost crypto attract people who promise to recover coins sent to the wrong network, for a fee. They cannot reverse a blockchain transfer, and they usually take the fee and disappear, or ask for your seed phrase and empty your wallet. Skroll staff will never ask for your seed phrase, your password or a payment to "unlock" a deposit.
Frequently asked questions
Can Skroll refund a deposit sent on the wrong network?
No. A transfer sent on the wrong network, in the wrong coin or to the wrong address is lost on the blockchain. It cannot be reversed or refunded.
I sent less than the deposit screen asked for. What happens?
The deposit shows as Partially Paid and is not credited. The deposit page asks you to send the missing difference, plus the network fee, to the same address; if the payment is not completed, the amount already sent is lost and not refunded.
How long should I wait before contacting support?
If the explorer shows your transfer confirmed, to the right address and network, for the full amount, and the deposit still shows Pending after an hour, open a ticket with your TxID.
Should I pay a crypto recovery service?
No. Nobody can reverse a blockchain transfer. Recovery offers for wrong-network deposits are a common scam.