Short version: if you topped up and your balance has not appeared, it is almost always one of a few simple things, and your money is safe. Work down this list in order. Most top-ups just need one quick verification step from you.
1. Are you looking at the right balance?
Tradeit has two separate balances: your Trade Balance (top right of the trade page) and your Store Balance (top right of the store). Your top-up is added to whichever balance you chose when you paid, so check that one before anything else.
These two wallets are entirely separate and balance cannot be transferred between them, so it is worth topping up in the right place next time. See Can I transfer balance between Trade and Store? If you topped up the wrong one, contact our support team.
2. Paid by card and asked for a code or your last 4 digits?
Card top-ups often need one quick confirmation from you. We place a small temporary charge, and your bank or card statement will show a short verification code (it often starts with Q, though the format can vary). Find that code on your statement and enter it on the Tradeit prompt to release your top-up right away.
Some payments instead ask you to confirm the last 4 digits of the card you used. Entering those releases the top-up the same way.
If the code does not work, contact our support team and we will verify your card manually and release the payment instantly.
3. Paid by card but never got a prompt?
If no code was requested and the balance still has not arrived, your payment may be under review. As a registered US business, Tradeit follows KYC and AML rules, so some payments need extra checks before the balance is released. This can mean confirming your name, age or payment method, and in some cases providing documents such as a photo of your ID. You will be prompted for anything we need. See Payment verification for the full picture.
4. Paid with crypto and it has not arrived?
Crypto deposits are usually delayed for one of two reasons: a partial payment (the full required amount was not sent, so the system does not recognize it) or a wrong network deposit (the funds were sent on the wrong blockchain). To get it sorted quickly, contact our support team with:
The amount in USD (or the equivalent in your currency).
The wallet address you sent the payment to.
The transaction hash (TxID) from your wallet or exchange.
With those details we can review the transaction and release it. More detail in Why didn't I receive my crypto deposit yet?
5. Payment declined or still processing
If your bank shows the charge as pending or as a temporary authorization, it may still be processing, or it may reverse on its own without adding balance. A declined payment will not add balance even if the amount briefly looks taken; your bank releases it back to you. Wait a short while, then check your balance again.
Still don't see your balance?
If none of the above fixed it and money did leave your account, contact our support team with your payment method, the amount, and the date or receipt, and we will track it down and release your balance. If you would rather be refunded, see our
Refund policy.