If you encounter situations such as failed deposits from other platforms to your AlphaX account, please refer to the following information to check and contact our customer service support. We will assist you in retrieving the failed deposits.
Below are classic examples of failed deposits and solutions.

 

1. Depositing unsupported coins or via unsupported networks

Currently, AlphaX only supports deposits for the following cryptocurrencies and networks. If you deposit currencies or networks that are not supported, those assets will not be credited to your AlphaX account.

Account type
Supported coin
Supported network
Wallet
USDT
Ethereum
Arbitrum
Email
USDT
Arbitrum
USDC
Arbitrum
Ethereum

Scenario：Email login users deposited funds via the ETH network when only ARB was supported, but the funds did not arrive.

Solutions:

- Export email wallet from AlphaX

Sign in with your email account, click on "Export email wallet" and then click on "Copy Key".
- Import the wallet account to Metamask
a. Go to MetaMask and click on "Add account or hardware wallet"-"Import account", enter the private key that you copied previously from your AlphaX email account.
b. Click on "Import" to have it added to your MetaMask wallet and deposit an extra amount of ETH as gas fee, make sure it's enough to cover as ETH gas fee may change fast on chain.
- Reconnect AlphaX with your wallet account
a. Go back to AlphaX and disconnect your email account.
b. Click GET STARTED and select MetaMask. Select the wallet account that you have previously imported to connect to AlphaX. Follow the instructions of MetaMask to complete the connection.
- Deposit the funds which haven't arrived
After successfully connecting with the wallet, click on "Deposit "to have your fund saved in your private key transferred into your AlphaX Account.

 

2. Depositing via the wrong chain/ Depositing non-usdt or non-usdc tokens

The chosen deposit network should be the same as the one you use to withdraw funds from.
Scenario：The user selected ARB deposit network address but chose the BSC network when withdrawing from another platform. As a result, the funds got stuck on the BSC chain and couldn't enter his AlphaX account. Since AlphaX does not support BSC deposits, the user needs to transfer the funds back to the original platform.
Solutions:
- Export email wallet from AlphaX
 Sign in with your email account, click on "Export email wallet" and then click on "Copy Key".
- Import the wallet account to Metamask
a. Go to MetaMask and click on "Add account or hardware wallet"-"Import account", enter the private key that you copied previously from your AlphaX email account.
b. Click on "Import" to have it added to your Metamask wallet and deposit an extra amount of BNB (subject to the actual situation)as a gas fee, make sure it's enough to cover the transaction fees on chain.
c. Click on the wallet account you just imported from your AlphaX account, and then click on "Add network"-"BNB"(subject to actual situation) to have it added to the list, select it to see if the tokens you deposited appear. If not, click on "import tokens" under "Buy BNB"(subject to the actual situation) tab to have the tokens displayed.
- Send the funds back to your original withdrawal platform
After the tokens are displayed properly on Metamask, click on "Send" to have them sent back to your original withdrawal platform. Please ensure both the deposit and withdrawal network are consistent so that the transaction is successful.

 

3. Didn't meet AlphaX's minimum deposit requirement

If the amount of assets you deposit is lower than the minimum deposit amount required by AlphaX, it will not be credited to your AlphaX account. Please make another deposit within 3 months that exceeds the minimum deposit requirement (must be the same currency and the same blockchain). The previous deposit that didn't meet the minimum deposit requirement will be credited to your AlphaX account along with your second deposit.
Scenario：You deposited 3 USDT via the ARB network, which is below the minimum deposit requirement, causing the funds to remain uncredited to the AlphaX account.
Solutions:
Since the minimum deposit for ARB network is 5 USDT, your deposit could not arrive since it was less than the minimum amount.
If you need to have this amount to be credited to your AlphaX account, please make another deposit greater than 2 USDT to have the total amount loaded to your AlphaX Account.

 

4. On-chain Gas Fees Spike Temporarily

Due to market fluctuations, on-chain gas fees are not fixed. Sudden spikes in gas fees can sometimes cause them to exceed the user's deposit amount, resulting in the actual deposit being below AlphaX's minimum requirement, preventing the funds from being credited.
We sincerely recommend that you pay attention to the network chain you want to choose before depositing, because sometimes the gas fees vary greatly between different chains.

 

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