When you send a digital asset from another wallet to your Bitso account, both wallets must use the same network. If the networks don't match, the transaction goes through, but the funds never arrive and are lost.
Why this happens
Each digital asset can move through different networks. If you send your funds through a network different from the one Bitso uses to receive that asset, the transfer doesn't complete correctly. The amount leaves your other wallet, but it never reaches your Bitso account.
Bitso is working on a solution to recover funds lost this way, but it isn't available yet. This makes it important to confirm the network before making any deposit.
How to deposit through the correct network
- Open the Bitso app or website and select the deposit option.
- Choose the digital assets option and select the asset you want to deposit.
- Check the screen that shows the network Bitso uses to receive that asset. Your other wallet must use this same network to send the funds.
- Copy the deposit address shown along with a QR code.
- Go to your other wallet, select the send option, paste the address you copied, and confirm that the selected network matches the one you saw on Bitso.
Didn't work? Here's what to do
If the network your other wallet uses doesn't match the one Bitso uses, try switching the network on that wallet's send screen before confirming the transaction.
If your other wallet doesn't let you choose the network or doesn't show this information, don't send the funds. Contact that wallet or exchange's support team and ask them to confirm the funds will be sent through the correct network.
If you already sent funds through the wrong network, contact our support team. Right now, there is no guaranteed way to recover funds lost between networks.