These are the common reasons why your ETH deposit to your TenX Wallet failed OR is not reflecting on your TenX Wallet app:
The ETH address used may be incorrect/invalid
This is a common cause of why an ETH transfer may fail.
To ensure your ETH is sent to your correct ETH wallet address, make sure to copy the correct ETH wallet address of your TenX app. Alternatively, you can scan the QR code of your TenX ETH wallet address instead.
To know more about receiving funds to your TenX Wallet, kindly refer to this support article: How do I transfer funds to/from the TenX Wallet app?
Source wallet is unable to send to a contract address
The TenX Wallet uses smart contracts for our ETH transactions. Hence, the ETH wallet address on your TenX Wallet app is a smart contract address.
If the source wallet address doesn't support sending ETH to a contract address (e.g. TenX Wallet address), the ETH transaction to your TenX Wallet may fail.
If you are getting such an error message on the source wallet, you may first send your ETH to a wallet that is able to send funds to contract addresses (e.g. MyEtherWallet). From there, you can send it to a contract address wallet (such as the TenX Wallet).
The transaction may have failed because of the gas price was too low
Gas refers to the pricing value required to successfully conduct a transaction or execute a contract on the Ethereum blockchain platform.
When a transaction has failed due to “Out of gas,” this means the gas limit set during the transaction is below the required gas needed to perform the transaction
To check if your ETH transaction failed, follow the steps below:
1. Go to etherscan.io
2. Enter the ETH wallet address for your TenX Wallet and click on Search
3. You will see the list of transactions done
Under the transactions tab, look for the transaction in question and check if there's a red exclamation point (!).
4. If there's a red exclamation point (!), this means the transaction failed, which is why it's not showing up on your TenX Wallet.
Click on the failed transaction for more infomation.
In this example, the transaction failed due to "Out of gas."
Because our TenX ETH wallet is a contract address, you will need to set your gas limit to at least 50k (by default, it is at 21000).
If you're unable to change your gas limit on your source wallet, you will have to send the ETH to another wallet first that allows you to set gas limits (e.g. MyEtherWallet), then send the ETH to your TenX Wallet.
If you still need further assistance to check why ETH deposit to your TenX Wallet is not reflecting on your TenX Wallet app, please submit a new ticket, and provide the following:
- The amount involved
- The time and date of the transaction
- The ETH wallet address on your TenX app
- Your source ETH wallet address
- The transaction ID/hash, if you have it