Deposits are credited automatically, so a missing deposit usually comes down to one of a few things.
Start with Recent deposits
Log in at my.zentrader.com and open Deposit Funds. Below the deposit methods, Recent deposits lists your latest deposits with their status:
- Awaiting payment: we haven't received your payment yet.
- Processing: your payment has arrived and is being credited.
- Completed: the deposit is in your balance.
- Declined: the payment didn't go through, and nothing was taken or credited.
- Expired: the request timed out before a payment arrived. If you haven't paid yet, just make a new request. If you already paid, contact support with proof of payment.
If the status doesn't explain it, check the method you used below.
Bank transfer (Turbo Deposit)
- Check the value date. Transfers between Japanese banks are usually quick, but a transfer made at night, at the weekend or on a holiday is often only sent on the next business day. Your transfer slip or banking app shows this as the value date: the day the money actually moves. If the value date is a later business day, your transfer has gone through, and your deposit is credited on that day, usually at the start of it.
- Did the transfer match your request? The amount, the account and the transfer name must all be exactly as shown in your deposit request. They change with every request, so details from an earlier deposit won't match.
- Something was different? Reply to the deposit email with a screenshot or statement image showing the transfer, and we'll match it to your account. Please don't ask your bank to recall the transfer: refunds go through us.
Card
Card deposits are credited immediately. If the status is Declined, try again with another card or brand, or another method. If your card statement shows a charge but your balance doesn't, contact support with the statement line (name, date and amount).
Crypto
- Has the network confirmed it? Your deposit is credited once the network confirms the transfer, usually within a few minutes. Busy networks can take longer.
- Did you send the full amount? If you sent significantly less than the amount shown, the payment window asks you to send the remainder to the same address.
- Was it the right network? Crypto sent on a different network from the one shown often can't be recovered, but contact support with the transaction ID and we'll see what we can do.
Still not credited?
Contact support with the date and amount, the method you used, and a screenshot or statement image showing the payment. For crypto, include the transaction ID. We'll check it and get back to you.
Related: How to deposit by bank transfer (Turbo Deposit) · How to deposit by card · How to deposit with crypto · How long do deposits take to reach my trading account?