If you are unable to make a deposit, the issue could be related to account verification, payment method availability, payment provider restrictions, cryptocurrency transfer details, or a temporary technical issue.

What you need to know

1. Deposits may require a fully verified account. Complete all required identity verification (KYC) steps and check your email, including your spam folder, for any requests from Axi for additional documents.

2. Payment methods available in the Client Portal or Axi app depend on your registered country of residence. If a payment method does not appear in your portal, it is not currently available for your account.

3. Each payment method has minimum and maximum deposit limits. Deposits outside these limits cannot be submitted.

4. Deposits may fail if the transaction was not completed within the allowed time, cancelled, or the authentication step was not completed successfully.

5. Some card deposits require additional verification, such as an OTP or 3D Secure (3DS) confirmation. If the verification step is not completed successfully or expires, the deposit may fail.

6. Card deposits may also fail due to:

   1. Expired or invalid card details

   2. Insufficient available funds

   3. Invalid card number

   4. Repeated failed attempts with the same card

7. If you receive the error "Your request has been declined because the request type is not permitted on the card”, your bank or card provider may not allow this type of transaction.

8. If depositing with cryptocurrency, always use the wallet address and blockchain network shown for the current transaction. Using the wrong network or incorrect transfer details may result in delayed, rejected, or unrecoverable funds.

9. Browser, device, or temporary platform issues may also affect deposits. Try again using a different browser, device, or network connection.

10. Some deposit methods may be temporarily unavailable during maintenance, updates, or payment provider interruptions.

Important Note:

If none of the above resolves your issue, contact the Customer Success Team with your account number, the payment method attempted, the exact error message shown, and the date and time of the failed attempt. This information is required to investigate the issue.