Usually, deposits from e-wallets are credited instantly to your trading account. However, due to high traffic or delays in payment systems, it might take a little longer in some cases.
What to do if you don’t see the funds?
Follow these steps before getting worried:
1️⃣ Log Out and Log Back In
🔁 This forces a refresh of your account balance. Sometimes the system just needs a moment to catch up.
2️⃣ Check All Your Libertex Accounts
👤 It’s possible that the deposit was credited to a different account, such as:
Libertex Portfolio
MetaTrader
👉 Go to the "My Accounts" section to check all your accounts. If you find the funds in a different account, you can easily make an internal transfer.
3️⃣ Check Your Notifications
📩 Sometimes, additional verification is needed before a payment is credited. If that’s the case, you’ll be notified via:
Notifications in your Personal Account
Your registered email address
🛑 Make sure to monitor your messages closely during both deposits and withdrawals.
Did you deposit with cryptocurrency?
Crypto transactions may take up to one hour to be reflected in your trading account.
⏱ If more than an hour has passed and you still don’t see the funds, follow these steps:
✉️ Email us at: [email protected]
Include the following information:
Screenshot from Your Crypto Wallet
Make sure it shows:
✅ Successful transaction
💵 Amount
📅 Date and time
🌐 Network used
HASH ID or TXID
Copy and paste the 64-character alphanumeric code into the body of your message.
Even if it’s visible in the screenshot, you must include it in text form.
🔎 This information will be sent to our tracking department. The process may take 1 to 3 business days, and you’ll receive any updates via the email registered to your Libertex account.
📌 Important: Make sure you send the email from the same address linked to your Libertex account.
Did you make the deposit by bank transfer?
📅 Keep in mind: Bank transfers can take 2 to 5 business days to be processed. It’s completely normal if your funds aren’t visible right away.
Has the Expected Time Passed and You Still Don’t See Your Funds?
Follow these steps to investigate and resolve the issue:
1️⃣ Check That You Used the Correct Banking Details
Make sure the transfer details match exactly what’s shown in your Libertex trading platform, including:
Beneficiary name
Account number
Payment reference
⚠️ Any mistakes in this information can delay or block the deposit from reaching your trading account.
2️⃣ Made a Mistake in the Transfer Info?
If you forgot to list Libertex as the beneficiary, or entered the name/reference incorrectly:
👉 Contact your bank immediately and provide the correct details.
📬 Your bank will need to send the corrected info to the receiving bank, either by email or physical mail.
📥 Once the receiving bank gets the correct info, the funds will be forwarded to Libertex and appear in your trading account shortly after.
3️⃣ Everything Seems Correct?
If you’ve double-checked and all the info you used was accurate, but the funds still aren’t showing:
📧 Email us at: [email protected]
📎 Attach a scanned copy of your bank transfer receipt.
🔍 We’ll contact the bank to check whether your payment was marked as "Unidentified."
This can happen if you entered everything correctly, but the bank did not.
📨 If the bank confirms the payment was "Unidentified," we’ll let you know.
📌 You’ll then need to contact your bank again and ask them to forward the correct information to the receiving bank.
4️⃣ Forgot to Include Your Account Number in the Payment Reference?
📛 If you didn’t include your Libertex trading account number in the payment reference:
Your funds may have reached Libertex, but we won’t be able to assign them to your account.
These payments are categorized as "Unidentified."
📧 In this case, send an email to [email protected] with:
A scanned copy of your bank transfer receipt
The Libertex account number where the funds should be credited
Did you use another method?
In that case, please email us at [email protected].
📎 Attach the deposit receipt and make sure the message is sent from your registered email address.