# Deposit/Withdrawal Issues

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

### 🛠️ 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

#### ❌ "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 explorer](https://tonscan.org/)
* If the transaction is successful on the blockchain but funds are not credited — contact support with the TxID

***

### 🟡 Withdrawal Issues

#### ❌ "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* Only funds from the **"Savings"** section can be withdrawn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

### ⏱️ Transaction is Stuck: What to Do?

#### 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 — wait up to 1 hour.
3. If more than 2 hours have passed — 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 — contact support.

***

### 🆘 When and How to Contact Support?

#### Contact us if:

* ✅ You have checked all the points above, but the problem persists.
* ✅ A deposit has not been credited for more than 2 hours (with a successful blockchain transaction).
* ✅ A withdrawal has not been processed for more than 3 hours.
* ✅ You sent funds without a MEMO or on the wrong network.
* ✅ You received an error when attempting to deposit/withdraw.

#### 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)** — mandatory!
5. **Screenshots of:**
   * The error screen.
   * Your wallet/exchange showing the send details.
   * The blockchain explorer.

***

### ⚠️ 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                             |

***

### 🔗 Useful Links

* **Support:** @bitronixteam
* **TON Explorer:** [tonscan.org](https://tonscan.org/)
* **License Verification:** [Czech Republic Registry](https://or.justice.cz/ias/ui/rejstrik-firma.vysledky?subjektId=1259349\&typ=PLATNY)

***

**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?**\
🔜 Please contact support with full transaction details: @bitronixteam

*This section will be updated as new user questions arise.*
