> For the complete documentation index, see [llms.txt](https://docs.sodex.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sodex.com/user-guide/faq/what-should-i-do-if-my-deposit-or-withdrawal-fails.md).

# What should I do if my Deposit or Withdrawal fails?

## Deposit Failed — What it means and what to do

### Why it can happen

* Risk control/compliance screening (KYT/AML): The source address or transaction is flagged and the deposit is blocked or held for review.
* Wrong network: You sent funds on a different network than the one shown on the deposit page.
* Wrong asset/contract: You deposited an unsupported token or used an incorrect token contract.
* Address mismatch/memo/tag missing (if applicable): Some assets require a memo/tag; missing it may cause failure or delay.
* Insufficient confirmations/chain issues: The chain is congested or reorganizing, and the deposit can’t be credited yet.

### What you should do

1. Verify network and token: Confirm you used the exact network and asset shown on the SoDEX deposit page.
2. Check the transaction on a block explorer: Make sure the TxHash shows Success and has enough confirmations.
3. Confirm the deposit address: Ensure the destination address matches your SoDEX deposit address (and memo/tag if required).
4. Wait if the network is congested: If the chain is busy, confirmations may take longer.
5. If the deposit was blocked by risk controls:

* Follow the on-page instruction (e.g., Check details) to see the reason code.
* If available, use Apply for a refund to return funds.
* If you believe it’s a false positive, contact support with the information below.

What to include when contacting support

* TxHash, network, asset, amount, deposit address (and memo/tag if any), timestamp, and any failure code shown in SoDEX.

***

## Withdrawal Failed — What it means and what to do

### Why it can happen

* High-risk destination address: The destination address was flagged as high-risk by our risk controls.
* Network congestion: The network is congested and the withdrawal could not be processed.
* Invalid address / wrong network: The address format or selected network doesn’t match.
* Temporary system issues: Rarely, processing may fail due to transient service errors.

### What you should do

1. If the reason is “High-risk address”:

* Use a different withdrawal address and try again.
* Do not attempt repeated withdrawals to the same flagged address.

2. If the reason is “Network congestion”:

* Try again later when the network is less congested.
* If supported, switch to a different network with lower congestion/fees.

3. Double-check basics:

* Confirm the destination address is correct for the selected network.
* Confirm you have enough balance to cover the withdrawal amount + fees.

4. Contact support if it keeps failing:

* Share the information below so we can investigate quickly.

What to include when contacting support

* Withdrawal amount, asset, network, destination address, timestamp, and any failure code shown in SoDEX (plus TxHash if one exists).

***

#### Quick summary

* High-risk address → Use a different address and retry.
* Network congestion → Retry later or switch network (if available).
* Deposit blocked / KYT review → Check details, and if available, apply for a refund or contact support with TxHash and failure code.