Why has the digital currency that I sent to my external wallet not arrived yet?
Why has the digital currency that I sent to my external wallet not arrived yet? Why has the digital currency that I sent to my external wallet not arrived yet?

Why has the digital currency that I sent to my external wallet not arrived yet?

The process of sending digital currency is divided into several phases. Below you will find a description of these phases and an explanation on what you can do if your digital currency has not yet arrived.

  1. Monitoring 
    Bitvavo monitors all deposits and withdrawals of digital currency. This notification will often disappear quickly.
  2. Approving order
    In some cases, it might be required that our compliance department manually check your transaction. In such a case, it might take longer before your transaction is processed.
  3. Approved
    Your order to transfer digital currency has been approved. It will be sent shortly.
    My transaction does not proceed past approval.
    The fact that your transaction is temporarily stuck on this status may be due to a delay in synchronising the node software. Unfortunately, this can sometimes take a while. Don't worry, because approval means Bitvavo has already initiated the transaction. It will proceed automatically, after some time. 
  4. Sending to network
    Bitvavo is broadcasting your transaction on the network.
  5. In mempool
    Your transaction has been broadcast onto the network and it is only a matter of waiting for the first confirmation from the network that your transaction has been processed.
    Note: In some cases, the status in mempool may take a relatively long time. This is because the miners in the network have not yet processed your transaction for the average fee paid. Unfortunately, Bitvavo cannot speed up this process for you.
  6. Confirming order
    Your transaction is on its way and has been confirmed by the network at least once. Depending on how busy the network is, your transaction will be transferred somewhere between a couple of minutes and a couple of hours.
  7. Processed
    Your transaction has been successfully processed and you have received a confirmation email.

    The transaction is completed but not visible on Ledger

    Does the address match?
    You can check wallet addresses on the following page to see if they match.

    Correct address but I can't see the deposit on my ledger.
    Several customers have told us that updating their Ledger/Ledger Live software has made previously non-visible deposits visible, we recommend trying this if you are using a Ledger. Click here for more information. 

    Matic deposited but not visible in my Ledger live.
    You may not be able to see your sent MATIC from Bitvavo on your Ledger Polygon account, this is because we send it through the ERC-20 network. We at Bitvavo do not support the Polygon network, which is why it is sent as an ERC-20 token.

    To add an ETH account in your Ledger, please click here.

    Contact Ledger support
    Should the above causes not apply, it is best to contact Ledger support. Once a transaction is completed only the receiving party can help you (Ledger).

    This link below will take you to the Ledger's support page, at the bottom right you can start a chat. Sometimes they may ask for the transaction ID (TxID), you can find it on the following page in your Bitvavo account.

If your transaction has not progressed past step one or two, the transaction will automatically be canceled. If this is the case, please try to make the transfer once more.
If, however, - you cannot quite figure it out, please contact our support team by sending an email to support@bitvavo.com.

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