1) Quick checks in your wallet app
Refresh the wallet app (force close and reopen, or pull-to-refresh).
Check your wallet’s transaction history for an incoming (receive) transaction.
If the asset type isn’t showing, add/enable the token in your wallet (many wallets hide new tokens by default).
Ensure you’re on the correct network (e.g., Ethereum vs. Polygon). The wrong network view won’t show your funds.
If you still don’t see the crypto and there is an outgoing transaction after we credited your account, please contact your wallet service provider immediately. Ask them to help you locate the crypto and investigate any unauthorized third-party transfer from your wallet.
2) Verify the transaction on the web (block explorer)
Open your order confirmation email and click the transaction hash (TX hash).
On the block explorer page, confirm the transaction status shows Success.
Click your wallet address on that page to open your address activity.
You’ll be able to see all inflow (received) and outflow (sent) transactions.
If the transaction shows success to your address, the funds are on-chain for your wallet.
If they don’t display in the app, it’s usually a display, token-visibility, or network-selection issue inside the wallet.
3) Wallet-specific guidance
MetaMask users: Try this guide first (often resolves visibility issues): Link
Helio wallet users: Please review this before contacting Helio: Link
Trustwallet Users: Please review this article before contacting Trustwallet : Link
Fantom Users: Please review this article before contacting Phantom Team: Link
4) When to contact your wallet provider?
You see a successful incoming transaction on the block explorer, but no balance in the wallet app after refreshing/adding the token.
There’s an unexpected outgoing transaction after the deposit (possible compromise or automated sweep).
The wallet app shows errors fetching balances or can’t switch networks.
5) Still need help?
If you have been a victim of a scam or fraud, To raise complaint Click https://support.transak.com/en We’re here for you.
Start a chat with our support team and share your order ID and transaction hash so we can take a look: Transak Live chat: https://support.transak.com/en