Deposits are credited after the source chain finalizes. Most “missing” deposits are either still pending on the source chain or were sent on an unsupported route.
Before you open a ticket
- Find the source transaction hash in your wallet.
- Confirm the transaction succeeded on the source explorer.
- Confirm the destination address matches the deposit address shown in the app.
- Confirm the asset and network match the route.
- Wait for the published arrival window (1–15 minutes depending on the chain).
USDC deposited from Arbitrum is missing
Arbitrum deposits usually arrive in 1–3 minutes. If the source transaction is confirmed and 20 minutes have passed, open a ticket with the transaction hash, the amount, and your account address. Do not send a second deposit to “test” the route.
I deposited on the wrong chain
A deposit sent on an unsupported chain or to a contract address may be recoverable only if the bridge supports a manual claim. Open a ticket immediately. Recovery is not guaranteed and may take several weeks.
I deposited BTC or another asset
BTC, ETH, SOL, and other assets are credited as spot balances, not USDC. Swap the asset to USDC from the spot screen. If the asset is not listed, it may be credited after a manual review.
My deposit is pending for hours
Check the source chain for congestion. A transaction can be finalized on the source chain but still wait for the bridge attestation. If the explorer shows the bridge transaction as pending, wait; do not resubmit.
I used a fiat on-ramp
Fiat deposits are handled by a third-party provider. The funds appear in your bank or card statement before they reach Nexwest. Check the provider's status page and use the provider's reference ID when contacting support.
The deposit is below the minimum
Deposits below 5 USDC are credited but may not be tradable until the balance exceeds the minimum order size. You can add more USDC or swap from spot.
Information to include in a ticket
| Field | Example |
|---|---|
| Account address | 0x1234...abcd |
| Source chain | Arbitrum |
| Source tx hash | 0xabc... |
| Amount | 250 USDC |
| Time (UTC) | 2026-11-04 09:12 |
Never share a seed phrase
Support will never ask for a seed phrase, private key, or password. Anyone who does is a scammer. See security.