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Deposit to Crypto.com wallet Missing

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Hello, I sent a native IoTeX (IOTX) deposit from my ioPay wallet to my Crypto.com IOTX deposit address. The transaction shows “Success” and is fully confirmed on IoTeXScan, but the deposit has not appeared in my account for several hours. Crypto.com address (io1 format) was automatically converted to Ox form on ioPay wallet and this has worked just fine in the recent past. Funds are however, not showing up in Crypto.com wallet now whose io1 format address is: io1wfzykmumu4d7lx7c3j5gs6r8hen6ppm4akjvzg And, this address when entered in iopay wallet automatically converts it to the “Ox7244…” address shown in the attached image. I need assistance in recovering the funds. Looking forward to your assistance and should you have any questions, please let me know. Thank you!

Please manually locate and credit this deposit to my account.

Posted by krishnan.vijays ·
Status: In Progress1 comment

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Comments1

  • Precy R

    Team•

    Nov 13, 2025

    Hello, thank you for reaching out to us. We would be happy to help you with your concern.

    You've encountered a very common issue when moving funds between different parts of the IoTeX ecosystem. The key problem is the difference between the IoTeX Native Chain (which uses io1... addresses) and the IoTeX EVM (Ethereum Virtual Machine) Chain (which uses 0x... addresses).

    • Your ioPay Wallet: By default, it operates on the IoTeX EVM Chain (0x... addresses).

    • Crypto.com's IOTX Deposit: They primarily support the IoTeX Native Chain (io1... addresses).

    When you sent funds from your 0x... address (ioPay EVM) to the io1... address (Crypto.com Native), the transaction was successful on the blockchain, but the funds are essentially "trapped" in the EVM-side of that io1 address. Crypto.com's system is only checking the Native chain for deposits, not the EVM chain.

    Your funds are not lost. They are safely stored in the EVM-representation of your Crypto.com deposit address. They just need to be "moved" or "recognized" by the right system.

    To fix this, you or Crypto.com support need to perform a cross-chain transfer of the funds from the EVM side of the address to the Native side. Since you don't have the private key to Crypto.com's address, Crypto.com support is the only one who can do this for you.

    Here is a step-by-step action plan:

    Step 1: Gather Essential Evidence

    Before contacting support, collect all the necessary information. This will speed up the process significantly.

    1. Transaction Hash (TxHash): This is the most important piece of evidence. You can find it on IoTeXScan. It's a long string of letters and numbers that proves the transaction occurred.

    2. Sending Address (0x...): Your ioPay EVM wallet address.

    3. Receiving Address (io1...): Your Crypto.com deposit address: io1wfzykmumu4d7lx7c3j5gs6r8hen6ppm4akjvzg

    4. Amount and Date/Time: The exact amount of IOTX sent and the approximate time of the transaction.

    5. Screenshots:

      • A screenshot of the successful transaction on IoTeXScan.

      • A screenshot of your Crypto.com deposit history showing the missing transaction.

    I hope this helps to clarify your concern and if you have further queries, please don’t hesitate.