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⚠️Deposit/Withdrawal Issues

This section contains solutions for the most common problems related to depositing and withdrawing funds. Before contacting support, check this list β€” the solution might already be here.

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πŸ› οΈ General Recommendations Before Contacting Support

  1. Update the application to the latest version.

  2. Check your internet connection.

  3. Take a screenshot of the error or transaction status.

  4. Have the transaction hash (TxID) from the blockchain ready.

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🟑 Deposit Issues

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❌ "Deposit Not Credited" or "Funds Not Showing Up"

1. Check the MEMO (Mandatory!)

  • Each user is assigned a unique MEMO.

  • Funds will not be credited automatically without the correct MEMO.

  • Where to find it: In the top-up section, on the "Deposit" screen.

  • Attention: Recovering funds sent without a MEMO requires contacting support with proof of the transaction and may take time.

2. Verify the blockchain network

  • Bitronix accepts only USDT on the TON (The Open Network)

  • Funds sent via other networks (ERC-20, BEP-20, TRC-20) will not be credited

3. Check the minimum deposit amount

  • Minimum deposit to activate a robot: 10 USDT

  • Amounts less than 10 USDT may not be processed automatically

4. Check your KYC status

  • Once the total sum of all your deposits exceeds 1000 USDT, verification (KYC) will be required

  • Without completing KYC, new deposits may not be credited

  • The system will notify you in the application when verification is needed

5. Check the blockchain

  • Find the hash of your transaction (TxID) in the wallet/exchange you sent from

  • Check its status on a TON explorerarrow-up-right

  • If the transaction is successful on the blockchain but funds are not credited β€” contact support with the TxID

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🟑 Withdrawal Issues

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❌ "Withdrawal Not Processing" or "Funds Not Received"

1. Check the withdrawal address

  • The address must be on the TON network

  • Verify the address is correct (better to copy-paste)

  • You can change the address via the pencil icon in the "Wallet" section

2. Check the minimum amount

  • Minimum withdrawal: 10 USDT

  • Account for the network fee

3. Check your "Savings" balance

  • Only funds from the "Savings" section can be withdrawn

  • Funds from active robots need to be "Fixed" first

4. Check the network fee

  • The network fee is automatically deducted during withdrawal

  • Ensure your balance covers the withdrawal amount + the fee

5. Check KYC status for large amounts

  • For large withdrawals, completed verification (KYC) may be required

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⏱️ Transaction is Stuck: What to Do?

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Status "Processing" for more than 30 minutes

For a Deposit:

  1. Check the status on the blockchain using the TxID.

  2. If confirmed on the blockchain β€” wait up to 1 hour.

  3. If more than 2 hours have passed β€” contact support with the TxID.

For a Withdrawal:

  1. Normal processing time: 5-30 minutes.

  2. During periods of high TON network load: up to 2 hours.

  3. If more than 3 hours have passed β€” contact support.

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πŸ†˜ When and How to Contact Support?

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Contact us if:

  • βœ… You have checked all the points above, but the problem persists.

  • βœ… A deposit has not been credited for more than 2 hours (with a successful blockchain transaction).

  • βœ… A withdrawal has not been processed for more than 3 hours.

  • βœ… You sent funds without a MEMO or on the wrong network.

  • βœ… You received an error when attempting to deposit/withdraw.

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What to provide to support:

  1. Your User ID (found in your profile).

  2. The amount and currency of the operation.

  3. The date and time of the operation (in your time zone).

  4. Transaction hash (TxID) β€” mandatory!

  5. Screenshots of:

    • The error screen.

    • Your wallet/exchange showing the send details.

    • The blockchain explorer.

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⚠️ Common Errors and Solutions

Problem

Cause

Solution

"Invalid MEMO"

Sending without a MEMO or with an incorrect MEMO

Contact support with the TxID for manual crediting

"Invalid network"

Sending USDT not via the TON network

Funds cannot be credited automatically

"Amount below minimum"

Deposit <10 USDT or withdrawal <10 USDT

Deposit/withdraw an amount of 10 USDT or more

"Insufficient funds"

Not accounting for the network fee during withdrawal

Ensure the balance is greater than the withdrawal amount + 0.02 USDT

"KYC required"

Deposit limit exceeded (1000+ USDT)

Complete verification in the application

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πŸ”— Useful Links

Important: Blockchain transactions are irreversible. Always double-check the address, network, and MEMO before sending. The Bitronix team is not responsible for funds sent to an incorrect address or on the wrong network.

Need Help? πŸ”œ Please contact support with full transaction details: @bitronixteam

This section will be updated as new user questions arise.

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