Why have my funds not been Deposited into my StellarX account?

Modified on Wed, 27 Mar at 3:14 PM

For deposits using an anchor, please ensure:

1. You have met the base reserve requirements of 2.0 XLM.

2. You have a trustline open on your StellarX account. This will also require 0.5 XLM to be put into reserve for every trustline you open. Please see This Link for more information regarding opening a trustline.

To check the currently open trustlines on your account, please go to Settings > Stellar Network > Trustlines & network reserve.

Should you meet both of these criteria, reach out to the anchor that you are trying to deposit with. StellarX is simply a user interface to interact with the Stellar network, all information regarding withdrawals/deposits are handled outside of StellarX by these anchors.

For XLM deposits from a 3rd party site (like Changelly.com), please ensure:

1. You have sent the funds to the correct Stellar address. This is the most common issue for deposits of this kind. Unfortunately, once funds are sent and confirmed on the Stellar network, there is nothing we can do to recover them. Please always copy/paste or scan the QR code for any addresses to avoid human error when entering a wallet address.

2. You have successfully sent the funds to your 3rd party site of choice. Please make sure there is nothing wrong with the transfer of funds as it may be that the 3rd party site did not receive any funding.

Should you meet both of these criteria, reach out to the site that you are trying to deposit with.

For transfers from one Stellar Wallet to another, please ensure:

1. You have met the base reserve requirements of 2.0 XLM.

2. You have sent the funds to the correct Stellar address. This is the most common issue for deposits of this kind. Unfortunately, once funds are sent and confirmed on the Stellar network, there is nothing we can do to recover them. Please always copy/paste or scan the QR code for any addresses to avoid human error when entering a wallet address.

Should you meet both of these requirements, reach out and we would be happy to help troubleshoot the issue with you.

If you run into any problems or have any questions, please contact us at support@stellarx.com.