What should I do if my Deposit or Withdrawal fails?
Deposit Failed — What it means and what to do
Why it can happen
Risk control/compliance screening (KYT/AML): The source address or transaction is flagged and the deposit is blocked or held for review.
Wrong network: You sent funds on a different network than the one shown on the deposit page.
Wrong asset/contract: You deposited an unsupported token or used an incorrect token contract.
Address mismatch/memo/tag missing (if applicable): Some assets require a memo/tag; missing it may cause failure or delay.
Insufficient confirmations/chain issues: The chain is congested or reorganizing, and the deposit can’t be credited yet.
What you should do
Verify network and token: Confirm you used the exact network and asset shown on the SoDEX deposit page.
Check the transaction on a block explorer: Make sure the TxHash shows Success and has enough confirmations.
Confirm the deposit address: Ensure the destination address matches your SoDEX deposit address (and memo/tag if required).
Wait if the network is congested: If the chain is busy, confirmations may take longer.
If the deposit was blocked by risk controls:
Follow the on-page instruction (e.g., Check details) to see the reason code.
If available, use Apply for a refund to return funds.
If you believe it’s a false positive, contact support with the information below.
What to include when contacting support
TxHash, network, asset, amount, deposit address (and memo/tag if any), timestamp, and any failure code shown in SoDEX.
Withdrawal Failed — What it means and what to do
Why it can happen
High-risk destination address: The destination address was flagged as high-risk by our risk controls.
Network congestion: The network is congested and the withdrawal could not be processed.
Invalid address / wrong network: The address format or selected network doesn’t match.
Temporary system issues: Rarely, processing may fail due to transient service errors.
What you should do
If the reason is “High-risk address”:
Use a different withdrawal address and try again.
Do not attempt repeated withdrawals to the same flagged address.
If the reason is “Network congestion”:
Try again later when the network is less congested.
If supported, switch to a different network with lower congestion/fees.
Double-check basics:
Confirm the destination address is correct for the selected network.
Confirm you have enough balance to cover the withdrawal amount + fees.
Contact support if it keeps failing:
Share the information below so we can investigate quickly.
What to include when contacting support
Withdrawal amount, asset, network, destination address, timestamp, and any failure code shown in SoDEX (plus TxHash if one exists).
Quick summary
High-risk address → Use a different address and retry.
Network congestion → Retry later or switch network (if available).
Deposit blocked / KYT review → Check details, and if available, apply for a refund or contact support with TxHash and failure code.
Last updated