My bank account is still pending.
You can initiate Fund Requests and deposits with a “pending” bank account. Just make sure that you are not sending funds to Liquid from someone else’s bank account.
Due to KYC/AML regulations, we only support bank accounts that are under your name. Deposits made from bank accounts that do not share the name with their Liquid accounts will be returned to original sender. All subsequent bank fees will be borne by original sender.
My deposit is taking too long to arrive.
For USD, AUD, and SGD deposits, we use Swapforex which is a third party payment processor. This fact, along with the nature of the bank transaction (international or local) and the route of the transaction (if it's going through any intermediary) can affect the speed of your deposit. Lack of deposit ID in payment details/instructions can also cause delay.
For SEPA EUR deposits to UAB Mistertango, we have an automation in place that will catch and credit your fund within an hour, providing that payment details include an accurate Deposit ID and sender's name matches with Liquid account name. If your SEPA EUR deposit to this bank is taking more than 24 hours to be credited, let us know at [email protected]
The Fund Request meant for my deposit is cancelled.
A Fund Request left un-approved for 10 days from its creation will be cancelled automatically by system. Once cancelled, it cannot be approved or recovered, and will lead to delays on verifying your deposit. It is highly recommended that you make the bank transaction right after creating a Fund Request.
The amount credited to my Liquid account is less than what I originally deposited.
Liquid does not charge fees for incoming fiat deposits. We credit to our customers what we receive from our banks and payment processors. If your deposit is not the full amount when credited to your Liquid account, the difference is always bank fee. This can include transaction fee, conversion fee, and intermediary fee.
The deposit accounts associated with Swapforex that are displayed on our dashboard have been set in their own currencies (USD, SGD, AUD, EUR). There's no need to convert your fund to local currency before sending.
My deposit is taking a while.
In normal network conditions (no congestion or fee surge), a crypto deposit will be credited to your account 30-60 minutes after transfer time. System credits crypto deposits to user accounts after the following number of confirmations:
- BTC, BCH, UBTC, DASH, NEO, LTC, XMR, ZEC, XEM, FCT: 6
- ETH, ETC, XRP, XLM, all ERC20 tokens: 50
If a transaction has more confirmations than the numbers above indicate and is still not credited to your account, please alert us at [email protected].
I forgot to add Memo ID / Payment ID / Destination Tag to my deposit.
For certain tokens such as XRP, XLM, and ETN, the Memo ID / Payment ID / Destination Tag works as a Liquid account indicator and is required in order for your deposit to be credited to your account. Failure to include these indicators in transacting will result in the loss of your deposit.
I deposited a token while its deposit service is being disabled by Liquid.
Tokens that are going through token swap or hard fork on Liquid will be unavailable for deposits/withdrawals until the upgrade is completed. Deposits made during this period are not guaranteed to be retrieved, and will be treated on a best-effort and case-by-case basis.
I deposited to the wrong token address.
Liquid will consider retrieval for deposits that have a value of at least 5000 USDe per transaction. All token retrieval requests where the value is less than 5000 USDe will not be considered. We will not attempt to retrieve tokens that are not listed on Liquid.
For all token retrieval application requests, please send an email to [email protected] with the following information:
- Amount of tokens to be retrieved
- Token name and wallet address to which tokens were transferred
- Transaction hash
- Wallet address from which tokens were transferred
- Correct Liquid wallet address to which tokens should have been transferred
Liquid shall retain 10% of all tokens being retrieved as a fee for the service, plus a non-refundable one-time fee of 500 QASH paid prior to token retrieval process. This 500 QASH will be debited from user account. If QASH is not ready in the account, it will need to be purchased in order to be debited.
Tokens sent to the wrong address will be retrieved once a month at the end of the month. Application request must be received no later than the 3rd Thursday of the month in order to be eligible for consideration. Request sent after the 3rd Thursday of the month will be moved to next month.
- The recovery of cross-chain deposits is an inherently risky and time consuming process. Not all tokens to sent to an incorrect address can be recovered. The difficulty, time to process, probability of success is dependent on which token has been mistakenly sent to which address.
- All token recoveries will be attempted on a best-efforts basis only. Liquid does not guarantee a successful return of funds.
- Liquid shall not be held responsible of any loss of tokens that occurs during the retrieval process.
- The processing fee of 500 QASH is non-refundable and must be funded in the client account prior to the retrieval of the tokens.