Hi Deriv Community Members,
If your deposit is unsuccessful and your funds have been deducted from your end. No worries, you can contact us for further assistance.
Before that, kindly ensure that you have all this information ready for our agents to check further on the uncredited deposit.
For uncredited deposit issues, we require proper proof of transfer/deposit from your payment method provider for us to check further. Please ensure your proof of transfer included the information below:
- Sender name and account number/email address
- Receiver name
- Date and time of the transaction
- Transaction ID/reference number
For bank transactions, we will need the Notification of Payments generated from the bank and contains the bank’s name and logo.
However, please note that for certain cases, the Proof of Transaction receipt can only be accepted subject to internal checks.
Please ensure that your funds have been deducted from your end before you proceed to contact us.
Kindly note certain payment methods’ deposit requires up to 15 working days to reflect on your Deriv account before we can assist to trace the funds. Below is the listed payment method:
Mobile Payments (MTN, MPESA, Vodafone, Orange, Airtel, Tigo, Zamtel)
SolidPyco (former SolidPayWave)
Disclaimer: The expectation time might differ for each transaction.
Hope this information helps
If you have any questions, please visit our Help Centre or contact us via Live Chat and WhatsApp.