I deposited crypto but it is not visible in my account
There are several possible reasons why your balance does not reach your account after a crypto asset deposit. In most cases it is the network confirmation time or a pending Travel Rule information entry; however, there can also be different reasons such as choosing the wrong network or a missing memo.
Why did the crypto I deposited not reach my account?
The crypto asset you sent to your Paribu account is not reflected in your balance until the number of confirmations on the blockchain network is complete. After the confirmations are complete, you need to enter the Travel Rule information; the asset stays pending until the form is completed. Besides these, choosing the wrong network or a missing memo can also cause your balance not to be visible.
The network confirmations may not be complete yet
Crypto asset transfers take place on the blockchain network and the confirmation time of each network is different. Even if your transfer appears "completed" on the sending side, the number of confirmations on the network needs to be complete for it to be reflected in your Paribu account. You can follow the status of your transfer by searching the TX code (transaction hash) from the platform you sent from on a block explorer (Etherscan, Blockstream, Tronscan, and so on).
If your balance has not been updated even though the network confirmations are complete, check whether the Travel Rule information entry is pending.
The Travel Rule information entry may be pending
As required by regulation, the sender information for crypto assets arriving from outside needs to be provided through the Travel Rule form. When the network confirmations are complete, the asset is first put into the pending status; when you fill in the form, it reaches your balance.
To reach the pending Travel Rule form, tap the Wallet tab in the bottom navigation, go to the detail screen of the relevant asset, and follow the Travel Rule information entry notification displayed among the pending transfers. When the form is completed, the asset is transferred to your available balance.
Warning: If you leave the form without entering the sender information, the asset continues to stay pending and does not reach your account. You can complete the form at any time
For detailed information about the recipient type selection, the platform information, and the description field on the Travel Rule form, you can view the What is the Travel Rule and why is it required for crypto transfers? article. If you are having trouble while filling in the form, you can find the solution steps in the Travel Rule form issues article.
If you sent over the wrong network or with a missing memo
Another reason your balance is not visible is the wrong network being selected during the transfer, or the memo not being entered for an asset that requires one. These situations require a different resolution process from network confirmation or the Travel Rule:
- Wrong network selection: If the network you sent over and the network of the deposit address on Paribu are different, the asset is not reflected in your account automatically. For the steps to follow in this case, view the I sent to the wrong network article
- Missing memo/tag: For assets that require a memo such as XRP, XLM, ATOM, and GRAM, transfers made without a memo cannot be routed to your account. For the steps to follow in this case, view the I forgot to enter the memo/tag article
By checking the TX code on the platform you sent from and the network you selected, you can find the article that fits your situation.
It may be visible as blocked balance
Even if your crypto deposit has completed the network confirmations and the Travel Rule check, the relevant balance is temporarily put into the blocked status under MASAK regulation. A waiting period of 72 hours is applied before the first crypto withdrawal, and 48 hours after every subsequent purchase or deposit.
To check your blocked balance, tap the relevant asset from the Wallet tab and look at the Blocked quantity field on the detail screen. When you tap the blocked amount, on the screen that opens you can see your amount subject to the waiting period and the remaining countdown.
Note: The waiting period only affects external crypto withdrawals. You can continue trading and making internal transfers within Paribu with your blocked balance
For the waiting period and how it works, you can view the What are the 72 and 48 hour waiting periods? article.
What can I do if the issue persists?
If your balance is still not visible even though the network confirmations are complete, the Travel Rule form has been filled in, and the waiting periods have passed, you can start the live support chat through Paribu Support and report your situation. To allow your request to be resolved quickly, it is recommended to have the TX code (transaction hash), the network and the platform you sent from, the deposit amount, and the transaction date ready.
Frequently asked questions
The network confirmations are complete but it was not reflected in my account, what should I do?
If the transaction status appears as "confirmed" or "success" on the block explorer but there is no balance in your Paribu account, it may be waiting for the Travel Rule form to be filled in. Check whether there is a pending information entry notification in the detail of the relevant asset from the Wallet tab. If there is no notification, you can create a request through the live support chat by sharing your TX code.
Can I fill in the Travel Rule form later?
Yes. The deposited asset stays pending until you complete the form and there is no time limit. You can fill in the form at any time by going to the detail of the relevant asset from the Wallet tab. As long as the form is not completed, the asset does not move to the available balance.
How long does a deposit take to complete?
The transaction time varies by network: it may take around 30 minutes with Bitcoin, around 3 minutes with Tron (TRC-20), and a few seconds with Ripple (XRP). After the network confirmation is complete, the Travel Rule form needs to be filled in and any waiting period needs to pass.
I sent below the minimum deposit amount, what happens?
A minimum deposit amount may be applied for some assets on Paribu. Transfers made below the minimum amount may not be reflected in your account. In this case you can get information through the live support chat.
How can I check the transaction on a block explorer?
Copy the TX code (transaction hash) from the platform you sent from and search it on the relevant block explorer: you can use Blockstream for Bitcoin, Etherscan for Ethereum, and Tronscan for Tron. If the transaction status is "confirmed" or "success", the transfer has been completed on the network.
Related articles
- How to make a crypto asset deposit — Crypto asset deposit steps
- What is the Travel Rule and why is it required for crypto transfers? — The Travel Rule and its role in transfers
- What are the 72 and 48 hour waiting periods? — Withdrawal waiting periods
- I sent to the wrong network — A transfer made to the wrong network
- I forgot to enter the memo/tag — A transfer without a memo/tag
Author:
Paribu