1.Funds not credited
There are 3 key steps a blockchain transaction must go through: request - validation - funds credited
① Request: if the withdrawal status on the sending party says "completed" or "succeeded", it means the transaction has been processed and is sent to blockchain network for validation, but this doesn't mean that the funds have successfully been credited to the recipient platform.
② Validation: It takes time for the blockchain to validate each transaction. The funds will only be sent to the recipient platform after the token's required confirmations are reached. Please wait patiently.
③ Funds credited: Only when the blockchain validates the transaction and it reaches the minimum required confirmations will the funds arrive at the recipient address.
Note:
1.Network congestion usually happens when there are too many transactions need to be processed, which will cause delay and affect the timeliness of a transaction. Please wait patiently if this happens. You can use the TXID to check the status of the transaction.
2.When making a deposit, if it is taking a longer time than usual for the deposit to complete, or the record of the deposit is missing, you can use the "self-help acceleration" feature to accelerate the process. Please wait patiently for 5-30 minutes after submitting the acceleration request to see if it is credited.
3.If the transaction has been confirmed by the network and the self-help acceleration has been deployed but the funds are still not arriving, please provide our customer service agents with your UID, TXID, and screenshots of the transaction on the sender platform to check the status of the transaction.
2.Forgot to fill in a tag or a memo
When withdrawing currencies like XRP and EOS, users must fill in a tag or memo in addition to the recipient address. If the tag or memo is missing or incorrect, the currencies may be withdrawn but will probably not arrive at the recipient address. In this case, you need to submit a ticket to Gate.io with your Gate.io ID, a correct tag or memo, TXID in text format, and screenshots of the transaction on the sender platform. When the provided information is verified, the funds will be manually credited to your Gate.io account.
3.Deposited an unwanted coin
If you have deposited unsupported tokens or used a wrong chain, you can submit a retrieval application to get your funds refunded.
Note: The retrieval application charges a fee of 100USDT, please make sure you have a sufficient balance in your spot account.
(How to submit a retrieval application:
https://www.gate.io/help/guide/deposit_withdrawa/26321/how-to-submit-a-retrieval-application).
4.How to view block info
Take the GT transaction on ERC20 network as an example:
Two ways to enter the blockchain explorer.
1) Log into your Gate.io account on web. Click "Trade" - "Spot", and then enter the coin name in the search box. Alternatively, you can check the coin info by accessing a full list of coins via
https://www.gate.io/price
Enter the coin info page and click "Explorers" - "Blockchain Explorer".
2) Search the coin on the deposit page and click "Blockchain" to enter the transaction details page.
3) Paste the TXID on the top-right search box and enter.
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4) You can view block info on the transaction details page. Click the name of the coin ("GateChainToken" in this example) to see more.
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5) The contract address is shown in the "Profile Summary" section.
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