If you sent crypto to your VirtualSMS deposit address and the transaction is showing as confirmed on the blockchain but your VirtualSMS balance has not updated, the deposit needs a manual credit review. Open a chat with support and we’ll trace the payment from the network. Most cases resolve within minutes once we have the proof.
What to send support (in this order)
- The transaction hash (txid): the long hexadecimal string your wallet shows once the network confirms the transaction. Without this we can’t look anything up.
- The network you sent on: BEP20 (BNB Smart Chain) or TRC20 (Tron). These are the only two networks we accept deposits on. Sending on any other network means the funds cannot be recovered by us.
- The exact amount and token: e.g. 12.50 USDT on TRC20, or 0.05 BNB on BEP20.
- Your account email: the one you log into virtualsms.io with. We match the txid to the address and credit the balance on the matching account.
What happens after you send the details
A support agent will pull the on-chain record, confirm the destination address matches one of our deposit addresses, and credit the balance to your account. The same balance is then usable for any order on the site. You don’t need to resend the payment; the funds are safe on the blockchain, they just haven’t been attributed yet.
Common reasons deposits go missing
- Wrong network. Sending USDT on ERC20 (Ethereum) when we require TRC20 or BEP20 is the single most common cause. The funds land on a different chain, on a deposit address we don’t monitor for that network, and stay there. We can’t move cross-chain funds from our side.
- Address copied with a stale character. Wallet address-book entries sometimes carry over a typo from a prior transaction. The transaction confirms on the network but to an address we never issued.
- Deposit credited to a different VirtualSMS account.If you have more than one account (common for resellers), the deposit may have hit the second account’s deposit address. Check your other accounts before opening a ticket.
- Below the minimum. The deposit modal shows a minimum amount per token. Anything below that is technically received but cannot be auto-credited; support can still credit manually once you send the txid.
How fast does manual credit happen?
Once you send the txid and account email, manual credit typically happens within minutes during support hours. Outside support hours (overnight UTC) it can take a few hours longer. We will confirm in the same support chat when the balance is updated.
Related
If your payment was for an activation (not a balance top-up) and the order itself never delivered, see Why didn’t I receive the SMS? What to do in this same category. The 20-minute auto-refund for activations fires regardless of deposit status.