Please go to our Customer Service Portal: https://support.splinterlands.com/ and choose the Issue Category "DEC Issue", click "Purchase (privex)," enter the amount of DEC you were supposed to receive, and also include the transaction id of your payment.
#1. Sometimes the Tron Bridge or BSC Bridge is delayed. In such cases, please wait initially to see if the problem resolves itself.
#2. If after some time you still have not received your DEC then for smaller amounts (up to 2500 DEC), you should next try asking for help in the Discord #tech-support channel or on Telegram. That may be resolved FASTER than creating a support ticket.
#3. For larger amounts (greater than 2500 DEC) please go to our Customer Service Portal: https://support.splinterlands.com/ and choose the Issue Category "DEC Issue", click "Transfer," identify the origin and destination source, enter the amount of DEC you were supposed to receive, and also include the transaction id of your transfer (if available).
If you can also prove that you transferred DEC but didn't receive it (see the next question below), that would greatly speed up the process.
#1. While the "Balance History" is convenient for players to look up their DEC balance, it doesn't provide many key details from an administrative point of view. Instead, it is better to use the API data to find transaction data.
For the account @byzantinist, you would use:
If you have a LOT of DEC transactions (such as due to rentals), you could use:
In both cases, replace username with your own account name. You can keep limit = 1000. And in the latter case you can set offset to a larger number if you want to look back further and further, though the API data is still limited to the past 30 days.
#2. Sending DEC to or receiving DEC from another in-game account is indicated by a "withdraw" transaction:
Here you can see that byzantinist received 2594 DEC from byzantinekitty, 1000 DEC from brybro27, and another 1000 DEC from brybro27. If you then copy the "trx_id" you can then copy and paste it here (replacing the "trx_id" value) to find more information:
#3. If you are instead sending or receiving DEC from another blockchain wallet, this will instead be indicated by a "token_transfer" transaction:
Here we can see a 119K DEC transfer from "sl-hive" which is Hive Engine. (We will also copy the "tx_id" for later).
Here we can see a 640.92 DEC transfer from "sl-steem" which is Steem Engine.
If you then copy the "trx_id" you can then copy and paste it here (replacing the "trx_id" value) to find more information:
If you want to look up your transaction history on Hive Engine, then go to:
Enter your account name (in this case we will use "byzantinist") and enter in "DEC". Then click the "Search" button. We can then search through the pages of data until we find the transaction we are looking for (or notice that nothing was received when it should have been).
Here we can see that 119K DEC transfer from Hive Engine from earlier.
To prove that you didn't receive a DEC transfer, you would either:
A. Show a transfer to sl-hive from the API which is not reflected in Hive Engine Explorer.
B. Show a transfer from Hive Engine Explorer that is not reflected in the API data.