The transaction was completed, but the funds did not appear

Adding funds may take a few minutes.

If your funds have not been added after more than an hour, please follow the steps below depending on your payment method.

Classic payment methods

(e.g. Zen, Paymentwall, Swapped, Ecommpay)

Wait up to 1 hour for the funds to appear.
If they still haven’t arrived, contact our support team:
Click here to open the Support Chat
Open Live Chat (speech bubble in the lower-left corner of any Key-Drop page)
Email: support@key-drop.com

When contacting us, please include:

Selected payment provider (Zen, Paymentwall, Swapped, Ecommpay)
Transaction ID or order number (from the payment confirmation email)
E-mail address used for the payment

We will verify the provided information and help you solve your payment issue.

Crypto payments

Funds should appear within 1 hour after sending the payment.
The transaction must receive at least 6 confirmations on the blockchain before being accepted.

If your funds are still not visible after 1 hour:

Make sure you used the correct network and cryptocurrency.
Verify that you sent the funds to the exact deposit address shown in the Add Funds tab.

If everything is correct and the funds still haven’t appeared, contact our support team and provide:

Transaction hash
Wallet address the funds were sent to
Cryptocurrency used for the payment
Network used for the transfer

Providing these details will help us verify your payment faster.

Pay by Skins payments

Funds from Pay by Skins deposits are added 8 days after sending the trade offer.
You can check your transaction status in:

Add Funds → Pending Offers

Check Pending Offers

If more than 8 days have passed and the funds have not been credited:

Contact support
Provide the transaction ID visible in the Pending Offers tab

Warning: Always double-check payment details before sending funds. Using the wrong network, cryptocurrency, or address may result in permanent loss of funds.

Updated on: 05/08/2025