Why Hasn't My Exchange Withdrawal Arrived in Gem Wallet?
Where Is My Withdrawal?
When you withdraw crypto from an exchange to Gem Wallet, the exchange has to approve the withdrawal and send it on the blockchain before Gem Wallet can see it. Most delays happen at the exchange, before the transaction exists on the blockchain.
The quickest way to find out where your withdrawal is: open the exchange's withdrawal history and check whether it shows a transaction ID (also called TxID or transaction hash).
| What the exchange shows | What it means | What to do |
|---|---|---|
| Pending, Processing, or Under review, and no transaction ID | The exchange hasn't sent it yet. It may be checking the withdrawal, waiting for a security hold, or sending withdrawals in batches. | Wait, or contact the exchange. Gem Wallet can't see or speed up a withdrawal the exchange hasn't sent. |
| Completed or Sent, with a transaction ID | The exchange sent it on the blockchain. | Check the transaction on a block explorer (see below). |
| Failed, Rejected, or Cancelled | The exchange didn't send it. The funds usually go back to your exchange balance. | Check your exchange balance and the exchange's message. |
Check the Transaction on a Block Explorer
If the exchange gives you a transaction ID, open it on a block explorer for the network you withdrew on. See What Is a Block Explorer and How Do I Use It?.
- Pending or not found yet: the network hasn't confirmed it. Follow Why Is My Crypto Transaction Pending?.
- Successful, but Gem Wallet doesn't show it: follow Crypto Transaction Confirmed but Not Received.
- Failed: the transfer didn't go through. Contact the exchange, because it sent the transaction.
Check the Address and Network You Withdrew To
In the exchange's withdrawal details, compare these with Gem Wallet:
- The address. Open the asset in Gem Wallet, tap Receive, and compare the full address with the one in the withdrawal. Don't just match the first and last few characters. See What Is an Address-Poisoning Scam?.
- The network. The network you picked on the exchange must match the network of the asset in Gem Wallet. USDT on TRON and USDT on Ethereum have different addresses and appear as different assets. See How to Select the Correct Network When Receiving Crypto.
If the network was wrong, don't send anything else yet. Follow What to Do After Sending Crypto on the Wrong Network.
You don't need a memo or tag to receive into Gem Wallet. Gem Wallet addresses belong to you alone, so an exchange's optional memo field can be left empty.
Make Sure the Asset Is Visible in Gem Wallet
If the explorer shows the funds at your address but Gem Wallet doesn't show them, the token may simply be hidden:
- Tap Manage at the bottom of the token list on the wallet screen.
- Find the token in Manage Tokens. The Has balance filter shows only tokens you hold.
- Turn it on, and check that its network matches the one you withdrew on.
See How to Hide, Show, and Pin Tokens in Gem Wallet. If the token isn't listed, you can add it by contract address.
Common Reasons Exchanges Hold Withdrawals
- New withdrawal address. Many exchanges hold withdrawals to an address you just added, often for 24 hours or more.
- Security checks. A new device, a password change, or an unusual amount can trigger a manual review.
- Network maintenance. Exchanges sometimes pause withdrawals on a network during upgrades or congestion.
- Batching. Some exchanges group withdrawals and send them every so often instead of right away.
- Account checks. Identity verification or withdrawal limits can stop a withdrawal.
Only the exchange can release these holds. Contact its support with the withdrawal ID, the asset, the network, and your Gem Wallet receiving address.
Before You Contact Support
| Situation | Who can help |
|---|---|
| No transaction ID, or the exchange shows the withdrawal as pending, failed, or under review | The exchange |
| A transaction ID that's successful on the explorer at your full Gem Wallet address, but not shown in Gem Wallet | Gem Wallet support: Settings > Support |
| A transaction ID that sent to a different address or network | The exchange, and see the wrong-network guide above |
When you contact Gem Wallet support, share the transaction ID, the network, the asset, and your public address. See What Information Is Safe to Give Wallet Support?.
Never share your Secret Phrase or private key. No exchange or wallet support team needs them, and anyone who asks is trying to steal your funds.
Tip: Get Notified When Funds Arrive
Turn on transaction notifications in Gem Wallet to get an alert when an incoming transfer reaches your wallet. See How Do Transaction Push Notifications Work?.