Transferring cryptocurrency from an exchange to a self-custody wallet like Bitget Wallet (formerly BitKeep) is a common operation. While the process is usually smooth, occasional delays or issues can occur. If your deposit hasn't arrived, don't panic. This guide will help you systematically diagnose and resolve the problem.
The fundamental flow of a deposit is a three-step process:
- The exchange initiates the withdrawal.
- The transaction is broadcast to and confirmed by the blockchain network.
- The confirmed transaction is detected by your wallet, and the balance is updated.
Most issues arise in the first two steps. By following the steps below, you can identify exactly where the holdup is.
Step 1: Verify the Transaction on the Exchange
Your first course of action is to confirm the status of the withdrawal from the exchange's side.
- Check for a Transaction Hash (TXID): A Transaction Hash or TXID is a unique string of letters and numbers that acts as a receipt for your transaction on the blockchain. If the exchange has successfully processed your withdrawal request, they will provide this TXID in your withdrawal history.
- No TXID? If no transaction hash is present and the status is "Processing" or "Pending," it means the exchange has not yet broadcast the transaction to the blockchain. In this case, you must contact the exchange's customer support for assistance.
- TXID Present? If you have a TXID, the exchange has done its part. The next step is to investigate the transaction on the blockchain itself.
Step 2: Investigate the Transaction on a Block Explorer
Once you have the TXID, you can track your transaction's progress independently using a block explorer, a tool that allows you to view all activity on a blockchain.
How to Check a Transaction with a Block Explorer:
- Copy the TXID from your exchange's withdrawal history.
- Open your Bitget Wallet. You can often find a direct link to a block explorer within the app. For the relevant token, tap on the transaction record or use the "Explore" feature, which will automatically direct you to the correct explorer for that blockchain with the TXID loaded.
- You can also manually go to a popular block explorer (like Etherscan for Ethereum, BscScan for BNB Chain, etc.) and paste the TXID into the search bar.
Understanding the Transaction Status on the Explorer:
- Pending: The transaction has been broadcast but is waiting to be picked up and confirmed by a network validator/miner. This can be due to network congestion or the gas fee (transaction fee) being set too low. Your only options are to wait patiently or contact the exchange to see if they can cancel the transaction.
- Fail / Error: The transaction has failed. This is often due to an insufficient gas fee. The assets should not have left the exchange's wallet. You will need to contact the exchange's support to have them returned or re-attempt the withdrawal.
- Success: This means the transaction was confirmed on the blockchain and was successful. The assets have been sent to the destination address. If your wallet balance hasn't updated, proceed to Step 3.
Step 3: Resolve "Success" Status But No Funds in Wallet
If the block explorer shows a "Success" status but your Bitget Wallet still shows a zero balance, there are three common reasons.
Token Not Added: Your wallet may not be tracking the specific token. Your assets are on the blockchain address, but the wallet interface isn't displaying them.
- Solution: Manually add the token to your wallet's asset list. You may need to search for it by its correct contract address to ensure you are adding the right asset, especially if there are tokens with similar names.
Wrong Chain/Network: This is a very common error. Users withdraw assets from an exchange using the wrong network protocol (e.g., withdrawing USDT via the TRON network but sending it to an Ethereum wallet address).
- Solution: Since you control the private key of your wallet, you can import that same key into a wallet that supports the correct destination chain. Your assets are safe on that other chain.
Incorrect Address: The withdrawal address was entered incorrectly.
- Solution: This is the most serious issue. You must carefully verify the address you entered. If it is incorrect and does not belong to you, your assets are likely lost permanently. You can try to identify the owner of the address and contact them, but the probability of recovery is extremely low.
👉 Check your transaction status on a block explorer
Proactive Measures to Prevent Deposit Issues
- Always Do a Test Transaction: For large transfers, first send a small, test amount to verify the address and network are correct.
- Double-Check Addresses and Networks: Meticulously verify the wallet address and, crucially, the selected network (e.g., ERC20, BEP20, TRC20) on the exchange before confirming the withdrawal.
- Use Sufficient Gas Fees: When given the option on an exchange, avoid using the "low" or "minimum" gas fee setting during times of network congestion to prevent stuck transactions.
Frequently Asked Questions
Q1: My transaction is stuck on "Pending" for hours. What can I do?
A1: If the transaction is pending due to low gas, you are often at the mercy of the network. You can wait it out or, if the option is available, contact the sending exchange to see if they can accelerate or cancel the transaction.
Q2: The exchange shows the withdrawal as "Completed," but I have no TXID. What does this mean?
A2: A status of "Completed" without a TXID is a red flag. It typically indicates the exchange has processed the request internally but has not yet broadcast it to the blockchain. Your immediate action should be to contact the exchange's support team with your withdrawal ID.
Q3: I sent tokens to the wrong network (e.g., BEP20 USDT to an ERC20 address). Are they gone?
A3: Not necessarily. Since you control the receiving wallet's private key, you can import it into a wallet that supports the chain you accidentally sent to (e.g., a BNB Chain wallet). Your assets are recoverable because they are on a chain you can access.
Q4: How long should a normal cryptocurrency deposit take?
A4: Transaction times vary by blockchain. Bitcoin transactions can take from 10 minutes to over an hour. Ethereum and other EVM-compatible chains typically process transactions in seconds to a few minutes, depending on network fees and congestion.
Q5: I've confirmed the transaction was successful and I have the correct token added, but my balance is still zero. What now?
A5: Triple-check that you are using the correct contract address for the token. If everything is correct, try refreshing your wallet's data or re-importing your wallet. The issue might be a temporary sync problem with the wallet's node.
Q6: What is the most important thing to check before withdrawing from an exchange?
A6: The single most critical check is the destination network. Ensuring you have selected the network protocol that matches your wallet's address is the best way to prevent the most common deposit problems. Always match the network (e.g., ERC20, BEP20, TRC20) between the exchange and your wallet.
Remember, cryptocurrency transactions are immutable and decentralized. Once broadcast, they cannot be reversed by any central authority. Therefore, careful verification before every transaction is your best defense against lost funds. If you have followed all these steps and are still unable to locate your funds, reaching out to Bitget Wallet's support with all the relevant details (TXID, addresses, screenshots) is the recommended final step.