A deposit can fail or require manual review when the payment does not match the instructions generated for the deposit request.
Common causes
- The payment was completed after the order or session expired.
- The transferred amount did not match the requested amount.
- The wrong payment details or blockchain network were used.
- The payment came from another person or an account with a different name.
- Old recipient details from a previous deposit were reused.
What to do
- Check the deposit status in the RockGlobal client portal.
- Keep the successful payment receipt, transaction reference and deposit order number.
- Contact RockGlobal Support or email info@rockglobal.com from your registered email address.
- Provide your account number and payment evidence, but never provide your password or verification code.
For future deposits, always begin from Assets → Deposit and follow the latest instructions shown for that transaction.