Why has my crypto deposit not arrived yet?

If your crypto deposit is not showing on your KeeCash account yet, it does not necessarily mean something is wrong.
In some cases, the deposit can take longer to be found and credited.

What it means

A crypto deposit is normally processed automatically when it is sent within the stated time window and following the instructions displayed at the time of payment.
When that window is missed, the deposit may no longer be matched automatically to your order. It then has to go through a manual reconciliation, which takes longer.

Why it can happen

Your crypto deposit may not arrive immediately for several reasons:

• the payment was made after the displayed time window expired;
• the deposit could not be matched automatically;
• a manual check is needed to find the operation;

Important to know

For crypto deposits, you have 20 minutes to make the payment.
Past that window, the operation can no longer be processed automatically. In that case a reconciliation is needed to find the deposit and match it to the right order.
This type of request usually takes longer to handle.

What to do

1. Check the time you made the payment

If you paid after the stated window, that can explain the delay.

2. If the payment was made late, get the required information ready

In that case, you need to send us:

• the transaction hash / TXID;
• a screenshot of the transaction as shown in your crypto wallet.

3. Wait for the check

Once we have these, we can start the reconciliation to find your deposit and match it to the right order.

4. Avoid making another payment straight away

If a deposit has already been sent, it is better not to repeat the operation before the check is done.

Updated on: 24/09/2026