Most missing deposits are on their way. Work through this before writing in.
1. Check the chain
Look up your transaction on the block explorer for the chain you sent from. If it is not confirmed there, HIT cannot see it yet. Confirmation times vary by chain, and Bitcoin is the slowest.
2. Check what you sent and where
- USDC on Base to your primary address is credited directly once confirmed.
- Anything else goes through a bridge and arrives as USDC on Base once it has confirmed on the source chain and been converted. The deposit screen showed the coin and network it expected. If you sent a different coin to that address, or the right coin on the wrong network, it will not arrive and cannot be recovered.
- Sent to the signer address instead of the primary address? It is not credited to your trading balance, and support cannot move or recover it. Deposit only to the primary address. See Wallet safety: what you never share.
3. Check the amount
Below the recommended minimum for a network, fees can consume the whole deposit. The estimate on the deposit screen showed what would land.
4. Check where it came from
Deposits must come from a wallet you control. Funds sent straight from an exchange or a swap service may be blocked by the payment provider.
5. Then write in
Use Live Support in the app with the transaction hash, the chain, the coin, the amount and the time. Do not post the hash here if you would rather keep it private; hashes are public on the chain anyway, but that is your call.
A correctly sent, confirmed deposit that has not been credited after a reasonable time is worth a ticket, with the transaction hash.