If your crypto deposit doesn’t match the exact amount you expected, don’t worry. This is normal and can happen for a few reasons.
This guide explains why your wallet balance may be different from the amount you entered.
Why did I receive less than expected?
Your wallet balance is based on the amount we receive, not the amount sent.
In some cases, fees or deductions may be applied before the payment reaches us. This can result in a lower final amount being added to your wallet.
How fees affect your deposit
Crypto payments can include network or processing fees.
Here’s how this works:
If you send the exact requested amount, small differences may still happen due to fees
If you send less than the requested amount, any additional fees are not covered, and your wallet will be credited with the lower amount received
This means sending less than the required amount can result in a noticeably lower wallet balance.
What happens if I send a different amount?
If you send a different amount than what’s shown on screen, your wallet will be credited based on the amount received.
This applies whether you send more or less than the requested amount.
Sending a different amount may result in additional fees or deductions before the payment reaches us, which can further reduce the final amount added to your wallet.
To avoid extra fees or unexpected differences, always send the exact amount displayed during the payment step.
Why does the amount change before I pay?
Crypto prices can change quickly.
When you start a deposit:
A rate is locked for a limited time
You’ll see a countdown timer
If the payment is not completed within that window, the rate may change and a new deposit will be required.
How can I avoid amount differences?
To get the most accurate result:
Send the exact amount shown on screen
Complete the payment before the timer expires
Check if your wallet or exchange deducts fees before sending
Make sure you’re using the correct network
Need Help?
If something doesn’t look right with your deposit, please contact support and include:
Your transaction ID (TXID)
The cryptocurrency used
The amount sent
We’ll be happy to help 💙