My balance is missing or lower than expected

Your CoinUnited.io balance is lower than you expected, or your total balance looks fine but your available balance shows zero.

Find where the balance went

  1. Decide which balance changed

    Note whether your total balance is lower, or your total balance is fine but your available balance shows zero. The checks are different for each.

  2. If your total balance is lower, check [History]

    Look for these: a liquidation, funding fees, a stop order that filled at a worse price, or a withdrawal or transfer out of your account.

  3. If your available balance shows zero, check your open positions and your coin

    Look at your open positions, especially any that are in loss. Also check which coin you have selected.

If you see a liquidation in [History]

When the system liquidates a position, it closes the position at the market price. If the market moves quickly or there is not enough liquidity, the position can close at a worse price. Your loss can then be larger than you expected, and larger than your margin balance.

The estimated liquidation price is only an estimate. The price at which the account is actually liquidated can differ from it. You can check the estimated liquidation price and your maintenance margin (USD) in the position tab.

If you see funding fees in [History]

Open positions are charged or paid a funding fee every hour. Holding a position can therefore reduce your balance over time. You can see the current rate on the contract details page.

If you see a stop order that filled at a worse price

You may have used a Stop Market order instead of a Stop Limit order. A Stop Market order becomes a market order once the price reaches your stop price, so it can fill at a different price. You can check the order type in your Order History.

If you see a withdrawal or a transfer out

Open [History] > [Withdrawal] and check the amount, the time and the destination.

  • If you made it and it has not arrived, see the article “My withdrawal has not arrived”.
  • If you did not make it, see the article “I think my account was compromised” and act right away.

If you see none of these in [History]

Contact support and say that you found no liquidation, funding fee, stop order or transfer. Send the time you noticed the change and the amount you expected.

If you see an available balance of zero

The available balance can show zero when open positions are using your margin, especially positions in loss. It can also show zero when you are looking at a different coin.

  • Check your open positions and the coin you have selected. See How to Check My Trading Activity?
  • If you have no open positions and you are looking at the right coin, contact support.

When to contact support

Contact support in these cases:

  • Your total balance is lower and you found no liquidation, funding fee, stop order or transfer in [History].
  • The funding fees look wrong to you.
  • Your available balance shows zero, you have no open positions, and you are looking at the right coin.
  • You see a withdrawal or transfer that you did not make.

Send the time you noticed the change, the coin, the amount you expected and the amount you see. A screenshot of [History] helps.

Still need help?

Use the support chat button on this page and choose Contact support. Describe what happened and add your amounts, coins and times. Our team needs to confirm the account is yours before it checks deposits, withdrawals or trades, so you may be asked to log in.

Our reply comes by email. If you cannot find it, check your spam folder.