In this article, you’ll learn why a deposit may be delayed, how to create a deposit task, and how to upload documents via the chatbot.
❓Why may my deposit be delayed?
A deposit may remain pending while the payment provider is processing the transaction or performing additional verification checks.
The transaction is fully traceable and can be reviewed by our Financial Team. If your deposit was deducted but has not appeared, follow the steps below to create a task via the chatbot👇🏼
📝 Before you create a deposit task
Before creating a deposit task, make sure that:
The payment has been deducted from your payment method.
The deposit hasn't been credited to your Olymptrade account yet.
You have your payment proof ready.
👉 Not sure which payment proof is required? see the payment proof requirements for your payment method.
▶️ How to create a deposit task via the chatbot
If your deposit was deducted but has not appeared in your Olymptrade account, follow the steps below to create a task via the chatbot:
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All requests are handled in the order they are received. Please avoid creating multiple tasks for the same deposit, as this may delay the review process.
📝 Upload additional documents via the chatbot
In some cases, we may need more information to verify your deposit. If that happens, we'll ask you to provide additional documents to continue the investigation, such as:
An official bank statement
An official transaction history in PDF
A screen recording from your payment app
If you're asked to provide a bank statement or transaction history
Make sure the document:
Is an official bank statement or transaction history from your bank or payment provider.
Covers the period from the deposit date until the day you submit it.
Clearly shows all transactions during that period.
Is complete, clear, and easy to read.
If you're asked to provide a screen recording
Please make sure to:
Start recording before opening the payment app.
Open your payment app and go to your transaction history.
Use the Filter option to select the period from the deposit date until the day you submit the recording.
Scroll through the entire transaction history for the selected period, making sure every transaction is clearly visible.
Make sure the recording is clear, complete, and high quality so we can verify all transaction details.
To upload the requested documents:
Open the chat in your Olymptrade app.
In the ChatBot, choose "Upload new documents".
Attach the requested file and submit it.
Once you upload the requested documents, our Financial Team will continue reviewing your case. You'll receive updates by email.
💡 If your file is too large to upload, compress it before submitting. Make sure it remains clear and readable after compression.
📌 Before uploading your documents, make sure that your documents haven't been edited or cropped and that all required information is clearly visible.
🔒 Your documents are used only to verify your deposit and investigate the issue. Some of the requested documents may contain personal information, but they're only requested when needed and help us review your payment more accurately and resolve the issue as quickly as possible.
💡 Key points to remember
🚀 Your funds remain safe during the investigation. Our team is here to assist you.
📅 Most tasks are reviewed within 5 working days. In rare cases, the investigation may take longer; please note that Saturdays and Sundays are not counted as working days.
💬 You will receive updates via the email address registered with your account.
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