In this article, we'll review what to do if an asset from a transaction isn't showing in your Exodus wallet or at the destination you sent it to.
If you need additional help, contact Exodus Support by emailing support@exodus.com or by visiting the messenger (purple chat icon in the bottom-right corner) to start a chat.
In this article:
How do I troubleshoot missing assets?
The steps to troubleshoot missing assets depend on the type of transaction and whether Exodus was the wallet sending or receiving the funds.
Because transaction data on blockchains like Bitcoin and Ethereum is public, you'll often be able to check the transaction details by yourself to understand what might be causing the issue.
However, in some cases, you may need to contact the sender, receiver, the third-party API provider servicing your order, or Exodus Support.
If you're missing assets, please refer to the section below that matches your situation. You'll find steps on what you can check yourself and what the potential next steps are if you need further assistance.
Missing crypto I sent to Exodus
In this section, we'll review the steps you can take if you sent crypto from another wallet, but it's not showing in Exodus.
If the crypto is still missing after trying all the above, contact Exodus Support by emailing support@exodus.com or by visiting the messenger (purple chat icon in the bottom-right corner) to start a chat.
Step 1: Check the transaction with a block explorer
If your crypto is missing from Exodus, the first step is to check the transaction status with a block explorer.
First, you'll need the transaction ID. You can often find it in the withdrawal details on the platform from which you sent the transaction, or you can ask the sender to share it.
Go to a block explorer that supports the network you used. a) Enter the transaction ID in the search field. b) Look for the transaction status to see if it's confirmed.
Status | Next steps |
Pending | Most crypto transactions take 5–60 minutes, but can sometimes take longer. Wait for it to confirm, then check your balance in Exodus. If it’s still pending after a few hours, contact the sender or the platform you sent the crypto from. |
Not found on the block explorer | Check if your withdrawal was processed. Some custodial platforms might require additional steps to process it. Check the withdrawal status on the platform and see if you received any confirmation emails. If the withdrawal is still not processed, contact the sender or the support team of the sending platform. |
Confirmed | If it is confirmed, but the crypto is missing, continue to step 2. |
Ensure you're using the correct block explorer for the network, or the transaction details may not appear. For a list of block explorers, visit: What are some commonly used block explorers?
Step 2: Make sure the asset is enabled in Exodus
You won't see the balance of an asset if it isn't enabled.
For a guide on how to enable assets, visit: How do I enable and disable assets in Exodus?
It's also important to note that some assets may be available on multiple networks. If you don't see it, it may be because it's not enabled on the correct network.
You can often determine which network was used by checking the platform from which you sent the crypto or in the withdrawal confirmation email.
For example, in the screenshot below, USDC is only enabled on the Solana network. To view the token balance for other networks, ensure it's enabled.
If you can't find the asset, try to add it as a custom token: How do I add a custom token?
Once you have enabled the asset on the correct network, check if you see the balance in your wallet. If it's still missing, continue to step 3.
If the asset or network is not supported by Exodus, contact Exodus Support by emailing support@exodus.com or by visiting the messenger (purple chat icon in the bottom-right corner) to start a chat.
Step 3: Refresh your wallet
Try refreshing your wallet to ensure it has the latest network data, so balances and transactions can appear correctly.
For a guide on how to refresh, tap/click on the platform you're using below:
Expand for Exodus Mobile guide
Tap on the menu in the top-right corner.
Tap, Refresh network.
Expand for Exodus Desktop guide
In the assets wallet, click on the asset's logo to refresh.
If the asset is enabled on multiple networks, you'll first need to click on the dropdown menu and select the asset you want to refresh. Then click on the assets logo.
Click Refresh. Once the asset's icon finishes spinning, your asset is back in sync with the blockchain.
Expand for Exodus Web3 Wallet guide
If you have issues with your Exodus Web3 Wallet and the balances are not updating, try the following troubleshooting steps to refresh your wallet:
Ensure you are on the latest version of Web3 Wallet: How do I update Exodus?
Close and reopen your browser
Restart your device
Check your internet connection: Network or connection issues troubleshooting guide.
For more information, visit: How do I refresh my wallet?
After refreshing your wallet, if you still don't see the funds, proceed to step 4 to verify that you sent them to the correct address.
Using an outdated version of Exodus can also cause issues with viewing your balances. If you suspect you're using an older version, visit: How do I update Exodus?
Step 4: Confirm the destination address
If the crypto is still missing, confirm that you sent it to the correct address. Note that a single incorrect character can result in it being sent to the wrong address.
On a block explorer, a) search for the transaction ID and b) review the destination address and make sure it matches your Exodus address.
Status | Next steps |
It was sent to the wrong address | If you know the recipient, ask if they can return the funds. |
It was sent to my Exodus address, but it's still missing | To troubleshoot further, contact Exodus Support by emailing support@exodus.com or by visiting the messenger (purple chat icon in the bottom-right corner) to start a chat. |
Missing crypto I sent to another wallet
In this section, we'll review the steps you can take if you sent crypto from your Exodus wallet, but it's not showing up in the receiving wallet or platform that you sent crypto to.
Step 1: Check the transaction with a block explorer
If you sent crypto with Exodus but it's missing at the destination, the first step is to check the transaction status with a block explorer.
First, you'll need the transaction ID. You can find it in the transaction details in Exodus. For a guide, visit: How do I find a transaction ID?
Go to a block explorer that supports the network you used. a) Enter the transaction ID in the search field. b) Look for the transaction status to see if it's confirmed.
Status | Next steps |
Pending | Most crypto transactions take 5–60 minutes to confirm. If it's been less than that, it still might need some time to confirm. Bitcoin and transactions on the Ethereum network can take longer to confirm due to slow network confirmations or low fees. Expand the guides below to learn more.
|
Failed | If the transaction failed, the funds didn't leave Exodus. However, in some cases, the network might still incur a transaction fee. If you don't see the crypto after it failed, try refreshing your wallet. If it's still missing or if you need additional help, contact Exodus Support by emailing support@exodus.com or by visiting the messenger (purple chat icon in the bottom-right corner) to start a chat. |
Confirmed | Some custodial platforms may require additional actions or a certain number of network confirmations before the deposit is visible. If it is confirmed, but the crypto is missing, continue to step 2. |
Ensure you're using the correct block explorer for the network, or the transaction details may not appear. For a list of block explorers, visit: What are some commonly used block explorers?
Step 2: Check with the receiver or receiving platform
When a transaction confirms on the blockchain network, the network sends funds to the receiving address. At this point, only those who control the receiving address can access the funds.
As a result, if the transaction is confirmed but not shown at the destination, you'll need to contact the receiver or the support team of the receiving platform.
You can share the transaction ID, as it works similarly to a receipt. It will allow them to confirm and review the transaction details.
Some custodial platforms may require a memo or destination tag for certain assets to receive the deposit. If you forgot to include one, contact the receiving platform to check if recovery is possible. To learn more about memos and destination tags, visit: What is a memo or destination tag, and how do I use them?
Missing crypto from a swap order
If you used Exodus Swap but don't see the assets from your swap in your wallet, follow the steps in the guide below:
Most swaps are completed within one hour. If it's been less than that, it still might need some time to confirm.
If it's been longer than one hour, try refreshing the wallet of the asset you're expecting to receive. For a guide on how to refresh, visit: How do I refresh my wallet?
Using an older version of Exodus can also cause balance issues. For information on updating Exodus, visit: How do I update Exodus?
Ensure the asset you're receiving is enabled. Some assets are supported on multiple networks. Ensure the correct one is enabled: How do I enable and disable assets in Exodus?
If the assets from the swap are still missing, follow the steps in this guide to contact Exodus about your swap: How do I contact Exodus Support about a swap?
Missing funds from a buy or sell order
If you don't see the crypto you purchased or are missing the payout from what you sold, then follow the steps in the guide below:
Buy order
When purchasing cryptocurrency, it will generally arrive within 5-20 minutes. If it's been less than that, it still might need some time to confirm.
If it's been longer than 20 minutes, try refreshing the wallet of the asset you're expecting to receive. For a guide on how to refresh, visit: How do I refresh my wallet?
Using an older version of Exodus can also cause balance issues. For information on updating Exodus, visit: How do I update Exodus?
Ensure the asset you're receiving is enabled. Some assets are supported on multiple networks. Ensure the correct one is enabled: How do I enable and disable assets in Exodus?
If the crypto from your order is still missing, please contact the third-party fiat API provider that serviced your order. For a guide on how to contact them, visit: How do I get help with my buy or sell crypto order?
If you're unsure which provider serviced your order, check your transaction history in Exodus: How do I view my order ID and history?
Sell order
If you sold crypto but didn't receive the payout, please note that how long it takes to receive the payout can vary depending on your order.
Check the expected processing time for the third-party fiat API provider that serviced your order. In Exodus, sell orders are serviced by MoonPay. To learn more about the processing time for MoonPay sell orders, visit: How long does it take to receive my payment?
If you have waited longer than the expected processing time, please contact the third-party fiat API provider that serviced your order. For a guide on how to contact them, visit: How do I get help with my buy or sell crypto order?