I sent my deposit on the wrong network or sent an unsupported token

A token sent on a different network from the one you chose on the Deposit page is not credited to your wallet automatically. The same applies to a token that JAFX does not accept, for example USDC sent on TRON. Contact us with the details below, and our payments team will look into your case. We can't promise an outcome.

Why it is not credited automatically

• When you select Submit deposit, the Send your payment panel gives you a deposit address on the network you chose. Each deposit gets its own address.
• Each network is a separate blockchain, even for the same token. USDT on TRON and USDT on Ethereum are not interchangeable. A deposit address on one network does not receive funds sent on another.
• Some networks use addresses that look the same. For example, Ethereum and Base addresses look identical. An address that looks right does not mean the network was right.
• A payment on a blockchain cannot be reversed by the sender once it is sent.

The Deposit page warns about this before you pay: "Pay on the <network> network only. Money sent on another network is lost."

Supported tokens and networks

These are the only combinations JAFX accepts. Any other token, or any other network, is unsupported.

USDC is not accepted on TRON. USDT is not accepted on Base.

What to send us

Contact us by live chat with the Chat button in the client portal. Live chat is a real person, 24/7. You can also email support@jafx.com from the email address registered on your JAFX account.

Include:

1. The token you sent, for example USDT or USDC.
2. The network you selected on the Deposit page.
3. The network you actually sent it on from your wallet or exchange.
4. The amount you sent.
5. The transaction hash (also called TX hash or TXID), from your wallet's transaction history.
6. The address you sent the funds to.
7. The date and time you sent it.
8. A screenshot of the transaction from your wallet or exchange, if you have one.
9. The transaction ID of the deposit from History in the client portal, if there is one.

We never ask for your password, your 2FA code or any one-time code. Don't include them.

What happens next

• Our support team checks your details. If anything is missing, they ask you for it.
• Your case is passed to our payments team, who investigate it.
• You get a response within 24 hours. That is a response, not a resolution. Investigating a case like this can take longer, and we keep you updated.
• We can't promise whether anything can be done with funds sent this way.

If you sent a supported token on the network you chose and it still isn't in your wallet, your case is different. See Why is my deposit not showing in my wallet?

How to avoid it next time

1. On the Deposit page, under Coin or network, choose exactly the token and network you will send.
2. In your own wallet or exchange, select the same token and the same network yourself. Don't rely on a default. If you aren't sure which network your wallet or exchange uses, ask them before you send.
3. Read the warning on the page and check the Network field in the Send your payment panel.
4. Copy the Deposit address from the panel instead of typing it.
5. Make a new deposit request, and use its new address, for every deposit.

For step-by-step instructions, see How to deposit USDT, USDC and other tokens (choosing the right network). For Bitcoin, see How to deposit Bitcoin.

We are available 24/7 via live chat or email.