This guide will help you in finding a solution when you are unable to receive crypto.
Attention:
- Read Receiving Cryptocurrencies
- Install most recent version of Trust Wallet
- 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. If you do not have one then the transaction did not happen. You need to check with the sender. If there is a Pending "Stuck" Transactions, 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. Go to CoinMarketCap and find the coin/token. Under the specific crypto, there will be a section for Explorer, this will open up another website where you can put your receiving address.
Step 3 - Add Custom Token
If this is a fairly new token, there is an option to add it as a Custom Token. You need to get the token details and add it manually. There will be no pricing information for this yet.
Step 4 - Wrong Public Address
There are several blockchains that is supported by Trust Wallet that uses the same address format. A perfect example is your Ethereum (ETH) address. Be very wary when sending tokens to your wallet and always confirm that you are sending it to the correct blockchain. If in case that the token was already sent to the address that you have on the app, then use this guide to recover them.
Step 5 - Unsupported Coin/Token
Check if the crypto that you sent is part of the supported assets. The receiving address may look similar, like in the case of ETH addresses for ERC20 tokens, but the token was already swapped to mainnet. These newer blockchains are not automatically supported. They have to be reviewed and tested before they can be added to the codebase. If in case that the token was already sent to the address that you have on the app, then use this guide to get the Private Key and use it on a supporting wallet.
Step 6 - Submit a Ticket
After going thru all the steps mentioned above and you are still unable to fix the issue, then head over to Support & Feedback - Trust Wallet to submit a ticket.