You opened an account and deposited, but the bonus did not arrive. Or a bonus that was credited has disappeared. Sort the cause into five groups and check them in order.
The five checks are the eligible account, identity verification, whether a claim is needed, the one-per-person rule and prohibited practices. The conditions come from the official information of each broker published on this site.
After reading, you will know what to check yourself before you contact support.
Conclusion: a bonus that is not credited usually has one of five causes
Most causes fall into the five groups below. Check them from the top.
If a bonus was credited and then disappeared, look at it differently. The main causes are a withdrawal, an internal transfer of funds, expiry and a negative balance.
Key point: start with the conditions that apply before you deposit. Most bonuses fix their conditions before the deposit. For example, with Axi JP25Axi, a deposit made before the promo code is applied is not eligible. It is faster to check the steps before the deposit than to search for a cause afterwards.
For the basics, see the beginner guide on forex bonus basics on this site.
- You deposited into an account type that is not eligible (wrong account)
- You deposited before identity verification was finished, or verification is incomplete
- A claim or promo code is required, but it was not done
- A rule on the number of claims or eligible persons applies, such as one per person or first deposit only
- Prohibited practices such as hedging were suspected and the bonus was revoked
Checks and fixes for each cause when a bonus is not credited
First, suspect a simple delay. Crediting time differs by broker. Monaxa takes up to 48 business hours, and AXIORY credits the first-deposit bonus up to 24 hours (business days) after the deposit is reflected.
The list below gives where to check and how to fix each cause. It is based on data confirmed on this site from official sources. The check date is on each bonus page.
Note: the stated crediting time can differ between official sources. For the Vantage Trading free sign-up bonus, the terms say within 24 hours after KYC (identity verification) is completed. The body of the official notice says within 48 hours after verification is completed. Check the newest notice on the claim screen for the waiting time.
- Wrong eligible account: check the Eligible accounts field on the bonus page and the account type name of the account you funded. Deposit again into the eligible account. For the Monaxa Lifetime Bonus, a deposit into another account becomes eligible if you transfer it to the eligible account (terms FAQ 4)
- Identity verification incomplete: check the verification status in the client area. Complete verification. In the HFM 100% deposit bonus in the October 2026 promotion, deposits made before verification are not eligible
- Claim or code not done: check the Rewards and Promotions sections of the client area. Follow the steps as written. With Axi, a deposit made before the code is applied is not eligible
- A rule on the number of claims or eligible persons applies: check the one per person, first-time and eligible country wording in the terms. Some promotions exclude you if it applies. Ask support to confirm that you have not misread the conditions
- Prohibited practices suspected: check the prohibited items in the terms and any message from support. Organize the facts of your trading and follow the guidance of official support
How each broker credits: automatic, claim, code or dedicated account
Even for the same kind of deposit bonus, the crediting method differs by broker. If you do not know the type, you cannot tell whether you missed an action or do not meet a condition.
The list below shows each type, an example listed on this site and the points that most often prevent crediting. It is based on data confirmed on this site from official sources. The check date is on each bonus page.
Note: for limited-time promotions, check the dates and the definition of first deposit. The HFM 100% deposit bonus in the October 2026 promotion covers only the first deposit into a Top-Up Bonus account during the period. A deposit made before account verification does not receive the 100%. The same applies to a deposit made before the period.
For how welcome bonuses work and how to receive them, see the beginner guide on welcome bonus basics on this site.
- Automatic on deposit. Examples: the HFM Top-Up Bonus account 20% deposit bonus and the Vantage Trading deposit bonus. Common causes: HFM does not credit a deposit into an ineligible account type or a deposit whose credit would be under 0.01 USD. For Vantage, internal transfers, balance adjustments and referral rewards do not count as eligible deposits
- Automatic on identity verification. Example: the XS account opening bonus (5,000 JPY). Common cause: incomplete verification. It applies to MT5 JPY accounts, which are created after verification is completed. No claim procedure is needed
- Claim from the client area. Examples: the INFINOX 20% deposit credit and the Vantage Trading free sign-up bonus. Common causes: INFINOX requires an eligible person to claim and be approved when the promotion appears in the client area, and the minimum deposit is 50 USD. Vantage requires a claim from the client area after KYC is completed
- Promo code. Example: Axi JP25Axi. Common causes: a deposit made before the code is applied in the portal, a deposit under 125 USD, no trade at all during the period, and the promotion is for residents of Japan
- Deposit into a dedicated account. Examples: the Monaxa Lifetime Bonus and Welcome Bonus, and the HFM Top-Up Bonus account. Common cause (Monaxa): a deposit into a regular account such as Standard, Pro, Zero or Cent
- Invited persons only. Example: the AXIORY 15th anniversary starter pack. Common causes: the invitation email has not arrived, and cTrader and Alpha accounts are not eligible
The welcome bonus is not credited a second time, or you deposited before verification
Deposited before identity verification: for a bonus that requires verification, completing verification is the entry point. The XS account opening bonus is credited automatically when verification is completed. With INFINOX, an eligible person who has completed verification claims it in the client area.
The HFM 100% deposit bonus in the October 2026 promotion does not cover deposits made before verification. If you notice after depositing, check how it is handled with HFM's notice and support. Documents and steps for verification are covered in a separate guide: see the guide on identity verification (KYC) for overseas forex on this site.
Use these four steps before you deposit. Step 1, check the verification status: confirm in the client area that verification shows as complete. If it is under review, deposit after it completes. Step 2, confirm the eligible account: compare the eligible account on the bonus page with the account type you will fund. Step 3, check whether a claim or code is needed: for claim or code types, do it before depositing. The steps are on the bonus page. Step 4, deposit last: check the minimum deposit and whether only the first deposit is eligible, then deposit.
Second claim or multiple accounts: welcome bonuses and first-deposit bonuses set limits on the number of claims or accounts. Many promotions exclude a second deposit or a second account. The list below gives examples of one-per-person and first-only rules.
Opening a new account does not make you eligible again if the promotion is one per person. Opening several accounts just for bonuses can be judged a breach of the terms.
To compare the deposit bonus conditions of the listed brokers, see the comparison column on this site.
- HFM 100% deposit bonus (October 2026): only the first deposit into a Top-Up Bonus account during the period is eligible. From the second deposit, the standing 20% applies. Example of no credit: money added later after a small first deposit
- Axi JP25Axi: only the first deposit that meets the minimum during the period is eligible. One per person, and even if you enter with several accounts, only the first account is credited. Examples of no credit: a second deposit, a second account
- Vantage Trading free sign-up bonus: one per person. It is credited to the first eligible account you opened. Example of no credit: an account opened later
- Monaxa bonuses: one account per profile, email address, phone number, device and IP address. Example of no credit: another account opened on the same device or IP address
- INFINOX 20% deposit credit: acts aimed at collecting the benefit twice, such as opening extra accounts or using several IB links, are prohibited. Example of no credit: an account judged to be aimed at duplicate claims
- AXIORY starter pack: new customers who were invited are eligible, once per person. Examples of no credit: an account without an invitation, a second claim
Why a credited bonus disappears: withdrawal, transfer, expiry and prohibited practices
If a bonus that was credited has disappeared, trace the account history in order. First check whether there was a withdrawal or an internal transfer between accounts, and the expiry date.
The list below gives examples of why bonuses disappear. It is based on data confirmed on this site from official sources. The check date is on each bonus page.
Key point: a bonus that disappears after a withdrawal is not a fault but the terms working as written. Right after a bonus disappears, the cause is often a withdrawal or transfer rather than trading. Some brokers treat an internal transfer as a withdrawal. Compare the date and time of your actions with the deletion conditions in the terms.
A revocation for suspected prohibited practices is checked only within what the terms state. This site does not cover guesses that the terms do not state.
For more, see the column on whether forex bonuses can be withdrawn, how they disappear and what is prohibited, and the beginner guide on cushion bonuses and the situations where they disappear easily.
- Withdrawal (proportional deletion): HFM and Monaxa delete the bonus in proportion to the amount withdrawn. Check the withdrawn amount and the ratio to the balance
- Withdrawal or transfer before conditions are met: at XS the whole bonus is lost, at AXIORY all remaining credit is deleted, and at Axi credit is revoked by a withdrawal before the end of the period or an internal transfer between accounts. Check how far the conditions were met before the withdrawal or transfer
- Expiry: XS is 60 days from the credit date. AXIORY follows the promotion deadline of 31 December 23:59. The Vantage Trading free sign-up bonus expires if there is no trading activity for more than 30 days after receipt. Check the credit date and the expiry date
- Unused account: HFM closes accounts with no deposits, withdrawals or trades for 60 days. Vantage Trading archives the first account if there is no deposit or trade for 90 days. Check the date of the last deposit or trade
- Negative balance or stop out: Monaxa automatically deletes all or part of the bonus when the balance goes negative or the stop out level (forced closing for lack of margin) is reached. At Axi, if credit is used to adjust a negative balance, the rest expires. Check the stop out history
- Prohibited practices: hedging using accounts inside and outside the broker (AXIORY, HFM), hedging and churning inside and outside the broker (Vantage Trading), trading through a VPS (Monaxa) and similar. Check the prohibited items in the terms
Steps and items to prepare before you contact support
If you cannot find the cause, contact support. The more facts you give, the faster the answer comes.
Step 1, save the screens: keep screenshots of the account list, the verification status and the bonus display in the client area. Step 2, read the relevant terms: check the eligible account, period, number of claims and treatment on withdrawal on the official bonus page and in the terms. Step 3, line up the timeline: list the dates and times of account opening, verification, claim or code application, deposit, trades and withdrawal. Step 4, contact the official channel: check the channel and hours on the support page of each broker's official site.
Note, example of an inquiry: write that you deposited a given amount into a given account number on a given date, and that a given bonus is not reflected. Then add that the eligible account and verification status are as shown in the attached screens, and ask for the reason it is not reflected.
To see the eligible accounts and withdrawal conditions of current bonuses in one list, see the bonus list on this site.
- Account number and account type
- Date, time, amount and method of the deposit
- The date identity verification was completed
- Screens showing the date and time of the claim or code application
- The official page of the bonus you checked and the relevant part of the terms
Frequently asked questions
Q. Why is my forex bonus not credited?
A. There are five main causes. You deposited into an ineligible account, identity verification is not finished, a claim or code was missed, a rule such as one per person applies, or prohibited practices are suspected. First check the waiting time, then review the other causes in that order.
Q. Can I get a forex account opening bonus a second time?
A. Many promotions are one per person. The Vantage Trading free sign-up bonus is one per person, and the AXIORY promotion is also one per person. Opening a new account does not make you eligible again. Check the terms of each promotion.
Q. Is identity verification the reason my deposit bonus was not credited?
A. It can be. The HFM 100% deposit bonus in the October 2026 promotion does not cover deposits made before account verification. With INFINOX, an eligible person who has completed verification claims it. First check the verification status in the client area.
Q. Is hedging the reason a bonus was revoked?
A. It can be. AXIORY disqualifies hedging using accounts inside and outside the broker, and HFM states that it deletes the bonus if hedging inside and outside the broker is suspected. A bonus can also disappear after a withdrawal or transfer, so compare your account history with the terms.
Q. What happens if I deposit into an account that is not eligible for the bonus?
A. For the Monaxa Lifetime Bonus, the deposit becomes eligible if you transfer it to the eligible account (terms FAQ 4). For the Welcome Bonus, you need to consult support. For other brokers, check the terms and support.
Q. What should I tell support when a bonus is not credited?
A. Give the account number, the account type, the date, time and amount of the deposit, the date verification was completed and the screens of the claim or code application. Adding the official page of the bonus you checked speeds up the conversation.
Sources and conditions
FX Textbook is edited from official platform documentation, broker-published information and applicable terms where available. Account conditions, services and rules can change. Confirm the current terms in the broker's registration flow before you act.
FX Textbook is an independent information site, not a broker or provider of personal investment advice. Forex and CFDs involve risk. You may lose some or all of your invested capital. No trading result is guaranteed.
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Check conditions before you deposit to reduce missed bonuses.
You can compare the eligible account, identity verification, claim requirement and treatment on withdrawal for each listed broker. Compare the conditions before you deposit.