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I did not receive my coins or tokens
I did not receive my coins or tokens
Alex avatar
Written by Alex
Updated over a week ago

This guide will help you in finding a solution when you are unable to receive crypto.

Before moving forward please double check the following:

  • Install the most recent version of the xPortal app.

  • Make sure you are online, connected to mobile data or WiFi.

Step 1 - Check the Transaction ID

There will always be a permanent record of a transaction recorded on the blockchain. You can check this on the blockchain explorer. If you do not have one then the transaction did not happen. You need to check with the sender. If the Transaction is "Pending" wait for the transaction to complete.

Step 2 - Check the Receiving Address

You can always check your address via blockchain explorers to confirm if a transaction was actually made.

Step 3 - Wrong Public Address

There are several blockchains that are supported by xPortal that use the same address format. A perfect example is your Ethereum (ETH) address. Be wary when sending tokens to your wallet and always confirm that you are sending it to the correct blockchain.

Step 4 - Unsupported Coin/Token

Check if the crypto that you sent is part of the supported assets.

Step 5 - Report the Issue

After doing the above steps and you are still unable to see the coin or token, please gather all the data and submit a support ticket.

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