Deposit & Withdrawal Troubleshooting
Identify and resolve common deposit and withdrawal issues before contacting support.
Use this guide to diagnose common deposit and withdrawal issues. For network, asset, limit, and irreversibility rules, see Supported Networks, Assets & Limits.
Balance hasn't updated after a deposit
External wallet, ERC-20 token: make sure you completed both the Approval and the Deposit transaction. Approval only grants permission — if the Deposit step wasn't confirmed, funds stay in your wallet. Return to the Deposit page and check whether the button shows Deposit.
Google Sign-in: deposits first appear in Account Balance (
Yellow Wallet), not the Trading Account. Open the Assets page; if the funds are there, transfer them to the Trading Account (Spot Account) before trading.
Funds are in Account Balance instead of Trading Account
This is expected for Google Sign-in users — deposits arrive in Account Balance (Yellow Wallet) first. Open the Assets page, click Transfer, and move funds from Account Balance → Trading Account (Spot Account). See How to Transfer Funds Between Accounts.
Deposit has been pending for a long time
During congestion, deposits can take longer. Check status on a blockchain explorer (etherscan.io) using your deposit address or sending wallet address, or on the Deposit History page (yellow.pro/assets/history). Deposits need 15 confirmations. If it still hasn't reflected after the expected time, contact support with your transaction hash, wallet address, token, and amount.
Withdrawal cannot be initiated
Possible causes: funds aren't in the correct account (External → Trading Account; Google → Account Balance), available balance is reduced by open orders or positions, required transfers aren't complete, or the amount is below the minimum. Verify fund location, close restricting orders/positions, complete required transfers, and check the minimum amounts.
Funds not showing as withdrawable / insufficient balance
Your available balance is likely reduced by funds locked in open orders or active perpetual positions, funds not yet in the correct account, or funds still processing during a transfer. Close or adjust trading activity and confirm fund location for your account type.
Withdrawal pending or delayed
Usually Ethereum network congestion or normal confirmation time (minutes, up to ~1 hour). Check status with your TxID at yellow.pro/assets/history. If not completed after 1 hour, contact support with your TxID.
Completed on-chain but not received
The transaction may still be processing on the receiving side, or the receiving platform has its own delays. Check your TxID at yellow.pro/assets/history, wait for confirmations, and contact the receiving wallet or exchange with your TxID.
Wrong network, wrong address, or unsupported platform
Blockchain transactions are irreversible. Funds sent to an incorrect address or unsupported network may not be recoverable — especially if the receiving platform doesn't support smart wallet abstraction. Contact the receiving platform with your TxID. Yellow.pro supports Ethereum only.
Contacting Support
When reporting a deposit or withdrawal issue, include your Yellow.pro wallet address, external wallet address (if applicable), transaction hash (TxID), token and network, amount, and a brief description (a screenshot helps). This lets the team investigate faster. See Contact Support.
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