Waiting on crypto that hasn't arrived is stressful. In almost every case your funds are safe and simply mid-journey. This article explains why a transaction can show as pending, how to check its status yourself, and when to get in touch.
One thing to know upfront: Jiggle is a self-custodial wallet, and your balance updates from the blockchain itself. That means funds don't always appear instantly. Once a transaction reaches its first confirmation on the network, it will show in your Jiggle balance.
I bought crypto and it hasn't arrived
Purchases are completed with our exchange partner Waltzer. Three things explain nearly every pending purchase:
The network is still confirming your transaction. After the exchange processes your purchase, the crypto is transferred to your wallet on the blockchain. Depending on network congestion this can take from a few minutes to a few hours.
Verification hasn't been completed. If the exchange needs identity or transaction verification and it hasn't been finished, your purchase waits until it is. You can return to verification at any time: open Buy/Sell, select a currency to open the exchange flow, then open the exchange menu and go to Transaction history. Select your transaction and choose to complete verification. You will also receive an email prompt from the relevant exchange if verification is required.
Your card shows a charge but the purchase didn't complete. Card payments are held as a pre-authorisation and only captured once the transaction completes. If a purchase fails or is declined, the hold is released back to you. Full detail here: my card payment was declined, but money is still reserved in my bank account.
How to check the status of a purchase
In Jiggle:
Open Activity and go to 'Buy' to find the purchase.
Select the transaction to see the Transaction Details.
If a Blockchain option is shown, open it to track confirmations.
With the exchange:
Open Buy/Sell and select a currency. This opens the Waltzer exchange flow.
Open the exchange menu and go to Transaction history.
Find your purchase to see its status, your transaction number, and any steps still needed.
Someone sent me crypto and it hasn't arrived
Incoming transfers are confirmed by the blockchain, not by Jiggle, so the sender's transaction must be confirmed by the network before it appears in your wallet. Three things to check:
Look the transaction up on a block explorer. Ask the sender for the transaction ID (hash) and check its status. Our guide to using block explorers walks you through it. If the explorer shows the transaction confirmed to your address, it will appear in your wallet shortly.
Confirm the sender used the correct address. Compare the address the transaction was sent to against your receive address in Jiggle. They must match exactly; even one character different means the funds went to a different wallet. Crypto sent to the wrong address cannot be recovered by Jiggle or anyone else.
Confirm the sender used the correct network. Sending on the wrong network is the most common cause of a transfer that never arrives. See sending cryptocurrency on the correct network.
Can I cancel a pending transaction?
Once a transaction is broadcast to the blockchain it cannot be cancelled, reversed or altered by Jiggle or anyone else. More here: can I cancel, reverse or alter a transaction?
When to contact us
Get in touch if any of these apply:
Your purchase shows as complete with the exchange, but nothing has appeared in your wallet.
A transfer shows as confirmed on a block explorer, but your balance hasn't updated.
You can't find your transaction in Activity or the exchange's Transaction history at all.
To help us resolve it quickly, include the transaction ID (hash) if you have it, the currency and amount, and the date and approximate time. Our agents can check where your transaction is and, for exchange issues, direct it to the right team at Waltzer.
Got more questions? Reach out to our agents via our live chat, contact us in the Jiggle app, or send us an email at [email protected]. Whatever you choose, our agents are available 24/7 and will be able to assist you!