Troubleshooting Unreceived Tokens sent from an Exchange or Another wallet

  • Updated

Solana Transactions:

Solana transactions usually process instantly, and you will receive a transaction ID. If you didn't receive a transaction ID, we advise that you reach out to the exchange or make sure the transaction didn't fail.

  • If your SOL or SPL tokens are not received
    • Check the transaction ID or wallet address on solscan.io to verify the confirmation status
    • Verify the receiving wallet address is the correct wallet address.
    • Solana Addresses are case-sensitive, which means that the characters must match exactly as they appear in the original address.

Ethereum/Polygon Transactions:

When sending tokens from an exchange, it's crucial to exercise caution in selecting the network.

Exchanges may default to networks other than Ethereum or Polygon, potentially leading to unintentional transfers to the wrong network. EVM addresses might appear the same but can belong to different chains.

Bitcoin Transactions:

Bitcoin confirmations can take longer to take place and it's normal having to wait half an hour to even a few hours depending on fee selection and network congestion status. If fee was sufficient and after hours you haven't received the funds:

  • Confirm that you sent the tokens using the correct network by checking your wallet address and the transaction ID using different explorers.
  • Some Bitcoin addresses are case sensitive, so always assume Bitcoin addresses are case sensitive to prevent mistakes.
  • Common explorers:

What if I sent the tokens using the wrong network?

  • If you sent the tokens from an exchange, you may be able to recover them here: Recovering Tokens on Unsupported Networks
  • If you sent the tokens to an exchange, you will need to contact the exchange to see if they can recover the tokens for you

Final Considerations:

  • Always double-check addresses, as some are case-sensitive, like Solana and Bitcoin. EVM (Polygon and Ethereum blockchain addresses) are not case-sensitive. It's a good idea to compare the first and last characters after pasting the address.
  • Copy and paste the text directly, avoid typing it manually or using Image to text tools (OCR) to copy the address, those tools are prone to failure. 
  • Track transactions on relevant blockchain explorers.
  • Be aware of different versions of tokens on various chains.
  • You can use online text compare tools to check the address where you actually sent the funds (as stated in the transaction in the blockchain explorer) versus your receiving address copied directly from your wallet. They can quickly tell you if there's any small difference.
  • Remember that funds sent to wrong addresses can't be recovered.

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