If your deposit didn't go through, here are the most common reasons and how to fix them.
If the deposit failed and no money was charged
This usually means the payment wasn't authorised. Common causes:
Card not authenticated (3-D Secure): Card deposits typically require 3-D Secure (3DS) authentication — confirming the payment with a one-time passcode (OTP) or by approving it in your banking app. Make sure you complete this step when prompted. If you aren't prompted, or your card isn't enrolled in 3-D Secure, contact your bank to enable it and try again. (3-D Secure helps protect you and B2PRIME against unauthorised transactions.)
Payment method temporarily unavailable in your region: In some countries, card or bank-transfer payments may be temporarily unavailable due to local banking or regulatory conditions. If this happens, fund your account using an Alternative Payment Method (e-wallets and local options) or crypto. See "Supported payment methods" for what's available to you.
Incorrect or incomplete payment details: Double-check your card number, expiry date, and billing address. If a field doesn't save (for example, the billing address), refresh the page or try a different browser or device.
Still failing? Try a different payment method or card.
If your account was charged but the deposit isn't showing yet
Most card and e-wallet deposits are credited automatically within a few minutes. Bank transfers and some local methods can take a little longer.
Bank transfer held for verification: Banks may hold an incoming transfer for standard verification checks before releasing it — this is more common for larger amounts or transfers from another country. You may be asked for supporting documents, such as proof of where the funds came from. The expected processing time starts once the bank releases the funds, so responding promptly to any document request helps avoid delays.
Crypto deposits appear after the required network confirmations.
If yours hasn't appeared yet, your payment is still being processed by the provider — this is normal, especially on weekends, bank holidays, or for bank transfers. Expected times vary by payment method — see "How long does a deposit take?" for the typical window for your method.
If your deposit still hasn't arrived after the expected time for your method, contact our support team (below) and we'll trace it for you straight away.
Still need help?
Contact our support team via live chat or at [email protected]. Sharing the amount, date, and payment method will help us track and resolve your deposit faster.