FAQ Answer
Wallets and Crypto Transactions
Why has my native asset or ERC-20 token not arrived after release?
After release, the crypto may still be pending, may have failed on-chain, or may not be visible in your wallet. Check the transaction hash, network, destination address, and token contract.
Answer
If Senpero shows that the crypto was released but it is not visible in your wallet, first determine whether the release transaction was submitted and successfully confirmed on-chain.
Follow these checks:
- Find the transaction hash. Open the trade details and locate the hash associated with the release.
- Use the correct block explorer. Search for the hash on an explorer for the network used by the trade.
- Check the transaction status:
Pending:* The transaction has not been confirmed yet.
Failed or reverted:* The blockchain did not complete the release.
Successful:* Continue checking the network, asset, and recipient details.
- Compare the receiving address. Confirm that the destination matches the wallet address connected to the trade.
- Switch your wallet to the correct network. An asset released on one EVM network will not appear while the wallet is displaying another network.
- Refresh or reconnect the wallet. Wallet applications and RPC providers can temporarily lag behind the blockchain.
The visibility check differs by asset type:
- Native asset: Review the native balance and the transaction details. A smart-contract release may appear differently from an ordinary wallet transfer on some explorers.
- ERC-20 token: Check the token-transfer records and verify the token contract. The transfer may be confirmed even if the wallet has not automatically added the token. Import the correct token contract using a trusted source.
Do not use a contract address sent through an unsolicited message. A fake token can imitate the name or symbol of the expected asset.
If the transaction is successful and the explorer shows the correct asset arriving at the correct address, the problem is likely limited to wallet display or indexing. If the transaction failed, has remained pending unusually long, or points to an unexpected address, preserve the transaction hash and contact Senpero support.
Never share your seed phrase, private key, password, or authentication codes with anyone offering to recover the transaction.