Start by checking the transfer in the wallet or exchange you sent it from.
Don’t send another deposit just to replace one you can’t yet locate
Check: sending service, transfer details, network confirmations, and the Kolo account
Sent incorrectly? Deposits above the minimum can be reviewed for recovery
1. Check Whether It Was Sent
Confirm that the sending service completed the withdrawal. If it hasn’t submitted the transfer to the network, contact that service.
2. Check the Transfer Details
Compare the asset, network, and destination address with the deposit details shown in Kolo.
Check that the amount meets the minimum for the selected asset and network.
3. Check Network Confirmations
Use the transaction hash to check the transfer on the relevant blockchain explorer. Kolo’s deposit screen shows the confirmations needed for the deposit.
For typical confirmation times by network, see Deposit Crypto Into an Account.
Good to know: network confirmation is part of processing — it doesn’t rule out an additional review. See Crypto Transfers Under Review.
4. Check the Account
Make sure you’re viewing the account whose deposit address you used. Check its transactions and balance.
Wrong Address, Asset, or Network?
A deposit sent to a Kolo hot wallet instead of your deposit address, as an unsupported token, or on an unsupported network is usually not credited automatically. If the deposit meets the minimum below, our team can review it for recovery.
What happened | Minimum amount for review | Fee | Typical timeline |
Sent to a Kolo hot wallet address instead of your account’s deposit address | USD 10 | USD 10 + network fee | 7 business days |
Unsupported token on a supported network | USD 100 | USD 100 + network fee | 14 business days |
Sent on an unsupported network | USD 100 | 10% of the amount (min. USD 100) + network fee | 30 business days |
We don’t review deposits below the minimum. Timelines are typical, not guaranteed. Don’t resend the same transfer while the review is open.
To request a review, contact us with:
What went wrong
The asset and amount
The network used
The transaction hash (TxID)
The address to return the funds to
The Details Are Correct, but the Deposit Is Still Missing
Contact us with the same transfer details and when you sent it. Include any status or error shown by the sending service.
Need Help?
Contact us through the support widget or at [email protected] with the asset, amount, network, transaction hash (TxID), when you sent it, and any status or error from the sending service.