Balance Issues
Balance not displayed, "Blockchain unavailable" error
Sometimes, the response from the blockchain API takes much longer, and you need to wait. A weak internet connection may affect the loading of wallet balances.
We recommend the following:
1. Check the app version: Make sure you have the latest version of the app. You can check it here: open the wallet in the Tangem app, click on the three dots in the upper right corner, at the bottom of the page the app version is "Tangem xxx". The Tangem application is available for update and download on the App Store, Google Play, and GitHub.
2. Refresh the token page: Log in to the app and select a token with an unavailable network. This will open the token wallet. To update the data, swipe down from the top of the screen. Wait about 30 seconds for your balance information to refresh.
3. Hide and re-add a token: If only one token is not available, try hiding it and then adding it again to the home screen.
To hide a token from the home screen, open your wallet in the Tangem app, select the token, click on the three dots in the top-right corner, and select Hide Token.
4. Change your Internet connection: if you are using Wi-Fi, disconnect from it or use another one.
5. Use a VPN: If you already use it, try turning it off.
6. Reinstall the Tangem app: The Tangem app is available for download on the App Store, Google Play, and GitHub.
If these steps do not help, please submit a support request and technical data:
1. Open the Tangem app and log in to your wallet.
2. Click on the three dots in the upper-right corner of the homepage.
3. Select Contact support.
An email will be generated automatically; you don’t need to add or remove anything; just send it.
Why didn't I receive the cryptocurrency sent to my wallet?
There are several reasons why funds sent to your Tangem Wallet may not have arrived. Let's review the most common ones:
1. Refresh your balance in the Tangem app. To ensure your wallet balance is up to date, please follow these steps:
— Open the Tangem app and swipe down from the top of the main screen. Allow approximately 30 seconds for the balance information to refresh.
— Alternatively, open the Tangem app, select the specific coin you sent cryptocurrency to from the main screen to access its wallet, and swipe down from the top of the screen. Please allow around 30 seconds for the updated balance to be displayed.
2. The blockchain has not processed the transaction.
Check the transaction ID (txID or hash) in the blockchain explorer where the transfer was made. If the transaction is still unconfirmed, you need to wait for it to be processed.
The transaction processing time depends on the blockchain (network) used. The network load and the fee set by the sender affect the processing speed.
A delay might be caused by the sender setting a low transaction fee, which doesn't incentivize blockchain miners to process it with priority.
When sending cryptocurrency, the network fee determines the priority of your transaction in the queue of pending transactions. Miners/validators will prioritize transactions with higher fees. Choose higher fees if you need fast confirmation, or lower fees if you can wait and want to save on costs.
3. Incorrect address.
Ensure that the recipient's address matches the address in your Tangem Wallet. An error in the address can make it impossible to recover the funds. Once a cryptocurrency transaction is confirmed and added to the blockchain, it cannot be canceled or reversed. This immutability is a fundamental feature of blockchain technology. The only way to recover the funds is to ask the recipient to send them back if you know who they are.
4. Wrong network.
Make sure you have selected the same network in the Tangem Wallet and the platform from which you are transferring. Many tokens operate on multiple networks at the same time. If the transfer occurs over a network different from the one used to generate the recipient's address, the coins could be lost, and recovery will be impossible.
If Tangem Wallet supports the network used for the transfer, you can recover the funds by adding the token to the main screen. You can add the token through the "Manage tokens" section or manually add the token via its smart contract address.
Here are guides for adding tokens:
— How to add a token to the correct network
— How to add a custom token using its contract address
If you sent the transaction to a wallet address on an unsupported network, you won't be able to manage the coins until support for that network is added.
5. Different contract addresses.
Token contract addresses often change, which can cause issues with receiving tokens in your wallet. It is essential to ensure that the contract address of the sent token matches the one in the Tangem Wallet. You can check the token's contract address sent to the blockchain explorer using the transaction ID (txID or hash).
To find the contract address of a token in the Tangem app, follow these steps:
1. Open the Tangem app and log in to your wallet.
2. Tap the three dots in the top right corner.
3. Select the relevant wallet.
4. Go to Manage tokens.
5. Use the search bar to find the token you need.
6. Tap and hold the name of the relevant blockchain, and the contract address will be copied to your clipboard.
7. You can paste it for viewing or use in other apps.
If you encounter a problem not described here, we recommend contacting Tangem support for further assistance and giving us the transaction's ID (txID or hash).
I sent NFTs, but they don't show up in the app
If your NFTs aren't showing up in the app, follow these steps:
1. Ensure the NFT option is enabled in your wallet settings.
— Open the Tangem app and log in.
— Tap the three dots in the upper-right corner.
— Select your wallet from the list.
— Activate the NFT toggle.
2. Verify that the network where your NFT is stored is added to the app's homepage.
If your preferred network isn't listed, your NFTs won't be displayed. You can add a network by following these instructions: How to add cryptocurrency to the Tangem app.
3. Refresh the NFT data.
— Return to the homepage from the NFT section and then go back to the NFT section.
— Or swipe down on the NFT collections page to refresh the data.
This should help you see your inbound NFTs.
I sent cryptocurrency to the wallet on an unsupported network, what should I do?
You can't manage your tokens if you sent funds to a wallet on an unsupported network. However, you still own these tokens because you have the private keys for the addresses they belong to. You can see them in your wallet until we support that network.
We regularly update our list of supported assets based on user feedback and research.
Adding support for a new network takes time and careful work, including research, development, testing, and updates. To know when we add support for a specific network, follow us on social media.
Please avoid resetting your Tangem wallet to factory settings until we support the network. Resetting will erase all wallet addresses stored on it. To view and withdraw the funds sent to your Tangem wallet, you will need the address you sent them to.
If you set up your wallet with a seed phrase, you can use it in another wallet that supports the network to regain access to your funds. If you have a wallet with a seed phrase, you will notice the "Seed phrase" text displayed next to the total wallet balance on the app's main page.
I sent cryptocurrency to the smart contract address. How can I get it back?
Cryptocurrency transactions can be nerve-wracking due to the potential for mistakes. If you send funds to the wrong address, especially a contract address, it may be difficult or impossible to recover them.
The immutable nature of blockchain transactions
Blockchain technology's key feature is its immutability. Once a cryptocurrency transaction is confirmed and added to the blockchain, it cannot be reversed. Accidentally sending cryptocurrency to a contract address could result in permanent loss of funds.
Characteristics of the contract address
A contract address typically lacks a refund feature and can only perform functions specified in its source code. It cannot be controlled like a regular address because it lacks a private key. Under such circumstances, the contract creator may be unable to intervene if funds are sent to the contract address in error.
Consequently, the possibility of returning funds sent to a contract address largely hinges on the contract's design. Contacting the contract creator or team members for assistance or a resolution is advisable.
Here are some recommended steps for addressing the issue:
1. Contact the contract owner: Reach out to the owner or responsible team members of the contract. Explain the situation and inquire about the potential for a refund. Some contracts may enable the owner to return erroneously sent funds, but this is not guaranteed.
2. Seek community solutions: The community associated with a token or project linked to a contract address might offer guidance or assistance based on past similar incidents. Exercise caution with private messages and refrain from trusting individuals proposing to communicate via WhatsApp. While engaging with crypto communities on social media, it's best to communicate in public channels for assistance and transparency.
Due to the irreversible nature of blockchain transactions, there is no assurance of fund recovery. Hence, it's crucial to carefully verify addresses before confirming transactions and conduct a test transfer before sending the complete amount to prevent such issues.
Why am I getting an "Invalid Address" error on the exchange/wallet?
The error message "invalid address" means there might be a problem with the token network you selected. Make sure to choose the same token network on both the exchange and the Tangem wallet. If the networks are different, you'll get an "invalid address" error. It's important that the sender and recipient networks match, as many tokens can work on multiple networks at once.
Why is my ETH transaction not showing up in my transaction history?
Sometimes, you may notice that an incoming transaction on Tangem Wallet does not appear in the Tangem app's transaction history.
In this case, the next step is to check the blockchain explorer to see if the transaction went through. However, even in this case, you may not see it if it is an internal transaction.
So, if you are looking for a transaction and don't see it anywhere, look for it in the Internal Transactions tab in Etherscan. To learn how to examine your wallet in Etherscan, start with our blog article: Anatomy of a Single Transaction: What You Can Find Out with Etherscan.
What are internal transactions?
Internal transactions in the Ethereum network occur between smart contracts or within a single contract. They are not actual coin transfers between addresses, so they do not appear in the wallet's standard transaction history. Instead, they appear in a special tab for internal transactions on Etherscan or another blockchain explorer.
Why doesn't Tangem Wallet show internal transactions?
The Tangem Wallet does not display internal transactions in its history; it only shows regular transactions between addresses. Tokens received from an internal transaction are the same as those received from a regular transaction. All transfers are reflected in your total wallet balance.
Tangem doesn't show internal transactions due to technical reasons. Internal transactions happen within the blockchain but are not recorded in a block, so they don't show up in the overall history. You can track these transactions through third-party services like Etherscan.
How to check the status of an internal transaction?
To check the status of an internal transaction, follow these steps:
1. Open the Tangem app and log in to your wallet.
2. Select the token involved in the transfer.
3. Find View Transaction History (or Explorer) and click on it.
4. This will take you to your wallet's public address in the browser. Go to Internal Transactions.
5. Scroll through the list of transactions until you find the one you want. Click on a transaction to view its details.