A "stuck" deposit usually means the network confirmation is slow (BTC busy mempool), the IPN webhook failed silently, or the deposit was sent to the wrong network. Run through the checklist below; reach support if none of it resolves.
Step-by-step
Check the transaction on the source blockchain explorer (blockchain.com for BTC, etherscan.io for ETH, tronscan.org for TRC-20). Confirm it actually sent.
If sent: confirm the receiving address matches what RustSnowball gave you. Mismatch = sent to wrong wallet, likely unrecoverable.
If sent + address matches: check the network you used matches the network selected on RustSnowball. Cross-network sends (USDT ERC-20 to a TRC-20 address) are typically unrecoverable.
If all of the above checks pass: wait 30 minutes for the IPN to retry. NOWPayments retries failed callbacks several times.
Still no balance after 1 hour? Open a support ticket with the transaction hash. Reconciler usually settles within 12 hours.
Almost never. If you sent to the correct address on the correct network, the deposit will eventually credit. Reconciler jobs run every 5 minutes for missed IPNs. Wrong-network sends are the only common irrecoverable case.
How long should I wait before opening a ticket?
30 minutes if your transaction has confirmations on-chain. 24 hours for first-time deposits with new wallets. After that, open a ticket — we have visibility into the bot inventory and can manually reconcile.
How do I contact RustSnowball support?
Email contact@rustsnowball.com or open a ticket via the in-account Support button. Median first response under 2 minutes during EU+US hours; Discord support is also active for non-account-specific questions.
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