If a customer claims a deposit is missing, please follow these steps:

1. Request the Transaction Hash (TXID)

The TXID is the only absolute proof of a blockchain transaction, and for XRP and USDTTON, it helps confirm whether the tag was included in the deposit. Diagnosing the issue is impossible without it.

2. Verify on a Public Blockchain Explorer

Use an independent explorer (e.g., Etherscan for ETH/ERC20, or mempool.space for BTC).

• If the explorer shows "Unconfirmed": The issue is network congestion. Tell the customer to wait.

• If the explorer shows "Confirmed": Escalate to Quidax.

3. Escalate to Quidax

Once a deposit is confirmed on the blockchain but the wallet is yet to be credited, please escalate to your Quidax account manager or via our support channel: support@quidax.io providing the transaction ID and the subaccount ID or customer’s email address as passed to Quidax.