When you fund your account by means of Bitcoins, and such are shown in your Wallet as outstanding balance, it means that such have not yet completed the 4 necessary confirmations in the Blockchain to be credited to Bitso.

What are the confirmations in the Blockchain?

You can review the status of your transaction’s confirmations, directly in the Blockchain, by entering the Hash of your transaction.

What should I do if the problem persists?

You only have to wait for the 4 confirmations to be completed in the Blockchain, this is a process independent from Bitso and that is how the Bitcoin technology works per se, this process is automatic and it takes between 20 and 30 minutes for each confirmation to be completed. After the 4 confirmations your Bitcoins will appear as outstanding balance in Bitso and you will be able to use them in the platform or to withdraw it to any other Bitcoin address.  

If the problem persists, please contact us by taking a help ticket  from our Help Center, selecting the options "Funding Problems" > "Digital Currencies" > "Bitcoin BTC" > and the subcategory that best works for your problem.

Upon sending these requirements, one of our agents will follow up on your ticket within 24 to 48 hours, keeping you informed of the progress of your request.