If your withdrawal from an exchange to imToken has not arrived, follow the steps below to troubleshoot the issue.
1. Check the Withdrawal Status on the Exchange
Open the withdrawal history on the exchange and check the status of the withdrawal:
- Under review / Processing / Pending: The exchange has not yet sent the transaction to the blockchain. Please wait patiently or contact the exchange’s customer support.
- Successful / Completed: The token has left the exchange. Please continue with the next step.
2. Check Whether the Withdrawal Network Matches Your Account
The same token, such as USDT, can usually be withdrawn through multiple networks, including Ethereum, BNB Smart Chain, Arbitrum One, Tron, TON, and more. Even if Ethereum-compatible networks use the same address format, which starts with “0x”, tokens on different networks are completely independent.
If the network matches: If the network selected on the exchange is the same as the network of your imToken account, please go directly to step 3.
If the network does not match: If you selected a different network, please switch to or add the corresponding network account in imToken. For example:
- If you selected Ethereum (ERC20) on the exchange, switch to your Ethereum account in imToken.
- If you selected BEP20, switch to your BNB Smart Chain account.
- If you selected Arbitrum One, switch to your Arbitrum account.
- If you selected Tron (TRC20), switch to your Tron account.
View all networks supported by imToken.
💡 How to add an account?
If the corresponding account has not been added to your wallet yet, go to My Profile - Manage wallets, then tap Add on the right side of the wallet where you want to add the account. On the Select account page, select the corresponding network to add it. Learn more: What is an account?
Note: If you withdrew through a network that is not currently supported by imToken, please contact the project team of that network or contact us for further guidance.
3. The Transfer Was Successful, but the Token Is Not Displayed?
After the transaction is confirmed, a blue dot may appear on the “+” button on the account homepage.
- Tap “+”, then select the token under All My Assets to add it to the homepage.
- If you cannot find the token under My assets, enter the token name or contract address in the search bar at the top. You can also use the Custom Token option to manually add the token by entering its contract address. Learn more: How to Manage and Add Tokens in imToken?
💡 Need help? Contact us through Support & Feedback in the imToken app and provide the following information: Tx ID (transaction ID), wallet address, and a screenshot of the exchange withdrawal record.