My deposit has not arrived
You sent USDT and your balance has not moved yet.
A deposit lands in two stages. First the transfer has to confirm on the TRON network and be picked up by our watcher, which scans your deposit address roughly once a minute. Then it has to be credited to your account, which an administrator does by hand — deposits are not credited automatically.
A transfer under 1 USDT is treated as dust and is not credited. Zero-value transfers — a common form of address-spoofing spam — are ignored entirely. The minimum you can submit as a deposit request is 10 USDT, and the maximum per request is 50,000 USDT.
- Check the transaction on a TRON block explorer and confirm it shows as successful, to the exact address shown on your Deposit tab.
- Confirm the asset is USDT and the network is TRON (TRC-20). Nothing else is monitored.
- Allow a few minutes after confirmation for the watcher to record it, then time for an administrator to credit it.
- If it is still missing, message support with the transaction hash and the amount.
I sent the wrong asset, or used the wrong network
Read this before you send anything, not after.
OGuard monitors one thing: USDT on the TRON (TRC-20) network, arriving at the deposit address issued to you. Nothing else is watched, detected, or credited.
USDT sent on a different network — Ethereum, BNB Chain, Solana or any other — will not appear, and neither will a different token sent on TRON. Deposit addresses are chain-specific, and there is no mechanism inside the platform to see or recover a transfer that arrived somewhere we are not looking.
We say this plainly rather than softening it: in most of these cases the funds cannot be recovered. Contact support with the transaction hash anyway — we will tell you honestly whether anything can be done, and we will not string you along if it cannot.
My withdrawal is still pending
You confirmed a withdrawal and it has not been paid yet.
Withdrawals are deliberately not instant. After you confirm the one-time code, the withdrawal is created and the amount is held in your Funding balance. An administrator then reviews and approves it. Only after that approval is the payment built, signed and broadcast on chain.
A withdrawal that needs review should complete within roughly 24 to 48 working hours. A payment that is waiting for the network, or for our payout wallet to be topped up, stays queued and is sent as soon as it can be — you do not need to resubmit it.
If a payment runs into trouble on chain, it does not silently disappear: administrators are alerted and your funds stay held until it is completed or returned to you.
- Check the History tab on your Wallet page — the withdrawal and its current status are listed there.
- If you no longer want it, cancel it there while it has not started sending; that returns the amount to your Funding balance.
- If it has been longer than two working days with no status change, message support with the withdrawal date and amount.
I cannot sign in
Your password is refused, or the sign-in page keeps rejecting you.
Repeated wrong passwords arm a temporary lock. It starts at about thirty seconds and doubles with each further wrong attempt, up to a maximum of one hour. The lock is scoped to the device attempting it, so waiting it out — or signing in from another device you own — will clear it. Nobody else can lock you out by guessing at your email address.
A "Continue with Google" account has no password at all: if you signed up that way, use the Google button rather than the password form.
Sign-in is also protected by a Cloudflare challenge. A blocked script, a privacy extension or a heavily filtered network can stop that challenge loading, which looks like the button doing nothing. Try a different browser or network before assuming your account is at fault.
If your account is still awaiting approval, or has been declined or suspended, sign-in will not work regardless of your password. Support can tell you which of those applies.
- Wait a few minutes and try again, or try from another device.
- Use "Forgot password" to set a new one — it works even while a lockout is running.
- If a temporary password was emailed to you, it must be changed on first sign-in. Use the most recent email — issuing a new one stops the previous temporary password working.
- Still stuck: email support from the address on the account.
I lost my two-factor device
Your authenticator app is gone and you cannot produce a code.
When you enrolled an authenticator, you were shown ten single-use recovery codes. Any one of them works in place of an authenticator code, both at sign-in and when disabling two-factor. Check where you saved them first.
If the recovery codes are gone too, there is no self-service reset — by design, since a self-service path around two-factor would defeat it. An administrator can disable two-factor on your account. Doing so also signs out every existing session, so you will sign in fresh afterwards and should re-enrol immediately.
Note that this affects withdrawals as well: every withdrawal requires a one-time code. With no authenticator enrolled, that code is emailed to your verified address instead, so access to your email becomes the thing protecting your money. Secure it accordingly.
- Look for your ten recovery codes.
- If you cannot find them, email support from the address registered on the account and ask for two-factor to be reset.
- Expect to be asked questions that establish you are the account holder. We will not reset two-factor on a request from an address we cannot tie to the account.
- Re-enrol an authenticator as soon as you are back in, and store the new recovery codes somewhere other than your phone.
My account is suspended
You are signed out and cannot get back in.
Suspension revokes every active session immediately and blocks sign-in. Your account, balances and history are not deleted — access is withheld.
Only an administrator can suspend or restore an account. It is not automatic and it is not triggered by a failed sign-in, which produces a temporary lockout instead.
We will tell you what to do to have it reviewed. If you have a balance, say so explicitly in your first message so it is handled as part of the review.
- Email support from the address registered on the account and ask for the reason and what is needed to lift it.
- Do not open a second account. It will not restore your access and it complicates the review.
