Troubleshooting Crypto Transfers
Crypto transfers are executed on the blockchain and are irreversible once confirmed. IG cannot cancel, reverse, or recover a transfer where incorrect details have been provided. You are responsible for ensuring all transfer details are accurate, including the wallet address, network, token, and any required destination tag or memo. Sending assets using incorrect details will result in permanent loss of funds. Transfers are typically completed within 10–50 minutes but may take longer depending on blockchain network conditions. Delays due to network congestion are outside of IG’s control. Before initiating a transfer, ensure you understand how crypto transfers work, including the risks associated with on-chain transactions. |
Key concepts
Term | What it means |
Transaction hash | A unique identifier for a blockchain transaction. If you need to contact support about a transfer, having this available will help our team investigate faster. |
Block explorer | A public tool that lets you look up any transaction on the blockchain using a transaction hash. IG provides a link to the block explorer on transfer completion. |
Pending | A transfer that has been submitted but not yet confirmed on the blockchain. Transfers cannot be cancelled once they reach this state. |
Network congestion | When a blockchain network is processing a high volume of transactions, confirmation times can increase. This is outside of IG's control. |
Note: The ability to transfer tokens is subject to change at any time, though this is expected to be infrequent. For the latest information on supported tokens, check the Which Cryptocurrencies Are Supported for Transfers article or contact our support team via Chat or WhatsApp.
Common Issues
The Transfer In option is not visible in my account
Your identity verification may need to be updated. You'll be guided through any steps required. If everything appears in order but the option is still not visible, contact our support team with your account reference number.
My Transfer In is taking longer than expected
We're completing mandatory checks. We'll notify you as soon as your transfer is complete. You can also track the current status in Notifications on the web trading platform.
Do not re-send the transfer while one is already in progress.
If your transfer has shown no update for an extended period (for example, several hours depending on network conditions), contact our support team with:
- The sending wallet address
- The approximate time you sent the transfer
- The amount and token sent
- Any transaction ID or hash from your sending wallet
My Transfer In has not arrived
Check the following before contacting support:
- Was it sent on the correct network? The token and network must exactly match the deposit address IG provided
- Was a destination tag included? Some tokens (e.g. XRP) require one — check if it was required and whether it was entered correctly
- Has the transaction completed on your external wallet? Confirm it shows as sent and complete in your external wallet or exchange
contact our support team: If you sent to the wrong network or omitted a required destination tag, contact our support team immediately. Our ability to recover funds depends on how and where the transfer was routed.
Wallet ownership verification is not working
For self-hosted wallets:
- Ensure your wallet is connected and unlocked
- You are signing a message, not a transaction — no funds should be deducted during this step
- If using a hardware wallet, ensure it is connected and showing the correct account
- Follow the in-app instructions step by step
For exchange wallets:
- Confirm you are using the exact address shown on the destination exchange
- If automatic validation is not working, contact our support team for assistance
I think I entered an incorrect address or destination tag
Transfers cannot be reversed once confirmed.
If you sent a transfer to an incorrect address, IG cannot guarantee recovery of the funds.
If the transfer has not yet been processed
If the transfer has not yet been processed, contact our support team immediately.
To avoid this:
- Always send a small test transaction first if you are transferring a significant amount
- Double-check the full destination address before confirming
- Confirm the network matches what your destination wallet expects
- Include the destination tag or memo if required by the token
My transfer was rejected
If your transfer is rejected, you will receive a notification.
Your funds will be returned to the sending address where possible. Contact our support team if you have any questions.
Contact Support
For any transfer-related issue not covered above, contact our support team:
- Chat — available on our website and through the IG platform
- Available 24/7 (except Friday 10pm – Saturday 8am)
When contacting support about a transfer, please have the following ready:
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