If the Cryptocurrency sent to your wallet isn’t showing up on your balance, it doesn’t mean that your funds are lost. Here's what you can do:

1. Make sure that the funds were sent to the correct wallet address. If they were sent from an online wallet, check the transaction history. If they were sent from an ATM, check the transaction history and the receipt

• If the recipient’s wallet address matches your wallet address, go to Step 2
• If sent to an incorrect address, the only way to get the crypto back is by asking the recipient to send them back. Visit this page for more information about it.

2. Go to the Relevant Blockchain Explorer to Check the Transaction Status. You can find instructions on how to do this in our How to Check your Cryptocurrency Transaction Status article.

•  Bitcoin (BTC)
  • If you see less than 3 confirmations, give the transaction some more time to be processed.
  • If you see 3 or more confirmations, contact the recipient’s wallet service provider to investigate this situation further
• Ethereum (ETH)/Tether (USTD)/USD Coin (USDC)
  • If you see less than 12 confirmations, give the transaction some more time to be processed.
  • If you see 12 or more confirmations, contact the recipient’s wallet service provider to investigate this situation further.

3. Check your wallet page for notifications, and we recommend looking at the Status Page to check if there are any service issues or delays that may be affecting your transaction. You can also check our Twitter feed for any announcements. 

• If you see a message on your wallet page, Status Page or on our Twitter, please wait for further updates.

If there is no information about any technical issues, contact Support right away. Make sure to provide us with your Wallet address and Transaction ID (TXID).