Why didn't I receive the cryptocurrency sent to my wallet?

There could be several reasons why funds sent to your Tangem Wallet have not arrived. Let’s review the most common ones:

1. The transaction has not been processed by the blockchain. Check the transaction ID (txID or hash) in the blockchain explorer where the transfer was made. If the transaction is still unconfirmed, you need to wait for it to be processed.

The transaction processing time depends on the blockchain (network) used. The network load and the fee set by the sender affect the processing speed.
A delay might be caused by the sender setting a low transaction fee, which doesn't incentivize blockchain miners to process it with priority.
When sending cryptocurrency, the network fee determines the priority of your transaction in the queue of pending transactions. Miners/validators will prioritize transactions with higher fees. Choose higher fees if you need fast confirmation or lower fees if you can wait and want to save on costs.

2. Incorrect address. Ensure that the recipient's address matches the address in your Tangem Wallet. An error in the address can make it impossible to recover the funds. Once a cryptocurrency transaction is confirmed and added to the blockchain, it cannot be canceled or reversed. This immutability is a fundamental feature of blockchain technology. The only way to recover the funds is to ask the recipient to send them back if you know who they are.

3. Wrong network. Ensure you have selected the same network in the Tangem Wallet and the platform from which you are transferring. Many tokens operate on multiple networks simultaneously. If the transfer is made through a network different from the one specified when generating the recipient's address, the coins may be lost, and recovery will be impossible.

If the network used for the transfer is supported by Tangem Wallet, you can recover the funds by adding the token to the main screen. You can add the token through the “Manage tokens” section or manually add the token via its smart contract address.

Here are guides for adding tokens:

How to add a custom token using a contract address:

- How to add a token to the correct network
- How to add a custom token using its contract address

If you sent the transaction to a wallet address on an unsupported network, you won’t be able to manage the coins until support for that network is added.

4. Different contract addresses. Token contract addresses often change, which can cause issues with receiving tokens in your wallet. It is essential to ensure that the contract address of the sent token matches the one in the Tangem Wallet. You can check the token's contract address sent to the blockchain explorer using the transaction ID (txID or hash).
To find the contract address of a token in the Tangem app, follow these steps:
1. Open the Tangem app and log in to your wallet.
2. Tap the three dots in the top right corner.
3. Select the relevant wallet.
4. Go to the Manage tokens section.
5. Use the search bar to find the token you need.
6. Tap and hold the name of the relevant blockchain, and the contract address will be copied to your clipboard.
7. You can paste it for viewing or use in other apps.

If you encounter a problem not described here, we recommend contacting Tangem support for further assistance and giving us the transaction’s ID (txID or hash).