Payments & Deposits
Why has my deposit not arrived?
Check payment confirmation, invoice asset/network, expiry and deposit status. Contact support with the reference and transaction hash before sending again.
On this page
Sending and crediting are separate events
A wallet showing an outgoing transfer does not mean Perpify has credited a deposit. The provider must confirm the payment, and Perpify verifies that status before crediting real deposited funds. Own Capital simulated PnL is not part of that real deposit credit.
Check the original instructions
- Match the asset and network with the deposit invoice.
- Compare the destination and sent amount.
- Check the transaction status on the correct network.
- Open the original deposit record and refresh its payment status where available.
- Confirm you are viewing the real-deposit balance, not a funded account or simulated profit.
Do not reuse a deposit address from memory or an unrelated purchase invoice. The QR encodes the provider's payment address; it does not remove the need to check asset, network and amount.
Awaiting or canceled deposits
Uncompleted deposit requests can be moved out of Awaiting funds after an hour. A canceled instruction is not a blockchain refund and does not prove a sent payment was returned. If funds were sent around or after cancellation, preserve the original reference and contact support rather than starting another transfer.
Confirmed but balance missing
A provider-confirmed deposit with an inconsistent real balance needs reconciliation. Refresh once to rule out stale display data, then send support the deposit reference and confirmation details. Do not treat a failed read as zero funds or assume another payment fixes the mismatch.
Wrong network or partial payment
Wrong-network funds may be permanently lost. Partial amounts or other provider states need review against the original invoice; this article does not promise automatic recovery.
Provide the transaction hash, asset, network, amount and deposit reference. Never supply wallet recovery words or private keys. Avoid repeated payments while the first transfer is being investigated.
Related guidance
Read What happens if I use the wrong network? and What is an Own Capital account?.