Why Hasn’t My Deposit Been Credited

Transferring funds externally to Hata involves three steps:

• Withdrawal from the external platform
• Confirmation from the blockchain network
• Hata credits the funds to your account.

An asset withdrawal that is marked as “complete” or “successful” in the platform you are withdrawing our crypto assets from means that the transaction was successfully reflected on the blockchain network. However, it might require some time for that particular transaction to be fully confirmed and credited to the platform you are withdrawing your crypto to. The amount of “network confirmations” varies for different blockchain networks.

As an example:

• Josh wishes to deposit 1 BTC into her Hata wallet. The first step is to create a transaction that will transfer the funds / assets from his personal wallet into Hata.

• After the transaction is created, Josh needs to wait for the network confirmations. He will be able to see the pending deposit on his Hata account.

• The funds will be temporarily unavailable until the deposit is fully completed (1 network confirmation)

• If Josh decides to withdraw these funds, he needs to wait for 2 network confirmations.

It is possible that the network faces some congestion and there might be a significant delay in processing your transaction. You may use the transaction ID to look up the status of your transfer.

• If the transaction has not been fully confirmed by the blockchain network nodes, or has not reached the minimum amount of network confirmations specified by our system, please be patient. When the transaction is confirmed, Hata will credit the funds to your account.

• If the transaction is confirmed by the blockchain but not credited into your Hata account, you may reach out to Hata’s Customer Support and submit a ticket for your issue.

Please note that Hata will only show networks that are supported by Hata’s system. If you perform a transaction via an unsupported network, your funds might be lost and unrecoverable.

• Failure to reach minimum deposit.

Before you submit a deposit request, make sure that you deposit at least the minimum amount which you could find on our Hata deposit page. Alternatively, you may refer to Hata's Fees page. Amounts deposited below the minimum could lead to deposit failure and loss of assets.

• Deposits made from nodes related to block rewards / validators / smart contracts 

DO NOT define your Hata address as the receiving address for validator rewards. Validator rewards sent from nodes to Hata deposit address is not supported and will not be credited. This will lead to loss of your assets.

• Depositing unsupported Coins or deposit using unsupported Chain Into Your Hata Account

Hata only supports the depositing of coins listed inside every trader's assets page and its standard blockchain. However, in instances which an unsupported coin is unintentionally deposited into a Hata wallet address, the Hata team may attempt an asset recovery procedure, subject to the following recovery fees. 

All asset recovery procedures are carried out on a best-effort basis. Hata cannot guarantee 100% asset recovery for all cases. In the event that Hata did not manage to perform an asset recovery, traders will lose their unsupported coin deposits permanently.

If you need further assistance, go to the wallet that was used to make the deposit and attempt to obtain the transaction hash (TXID). Contact Hata's Customer Support via Hata Helpdesk and submit a ticket with the coin type, coin amount and TXID.