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Top-up error in Gemini and how it was resolved



I shared about my foray into crypto earlier using Gemini.

In my post, under Point A2, I mentioned that I've tied my POSB savings account to Gemini.

Unfortunately, due to my carelessness, I had accidentally transferred money from my DBS account to Gemini. Given that my DBS account was not verified/registered with Gemini, my $ was stuck.

No wonder it felt weird that I did not see the top-up in my Gemini account despite a few hours wait.

This post is for the fellow kukus who made the same mistake as me - pls raise a ticket/help through the app.

How it was resolved

Feeling anxious, I dropped an email via the app support informing of the error. 

I received an email from Gemini 6 working days later (yes, it's a long wait) informing me of the following:

All SGD transfers are handled by Xfers, our SGD transfer partner. It appears that the bank account you’ve used for the SGD FAST payment transfer was not linked to Gemini. To facilitate the fund transfer from Xfers to Gemini, there needs to be a valid deposit request initiated on Gemini for each transfer sent.

For a SGD transfer to be successful, you must ensure that you have linked the bank account you wish to send the transfer from to your Gemini account. You can view and manage your linked bank accounts on the Funding Sources Page. Please note that only two SGD bank accounts can be linked to Gemini.

After your bank account is linked, please initiate a new deposit request. Navigate to the Deposit Page Here and follow the below steps:

  1. Select SGD under currency, bank account (from which you have sent the funds from), and deposit method: via FAST then click "Continue"
  2. Enter the exact deposit amount which you have already transferred to Xfers, then click “Continue”
  3. Click "Got It" after reviewing the FAST payments instructions (There is no need to transfer any additional funds)


Please take a screenshot of your bank statement showing the transfer made, and upload the screenshot. 

Once the bank account has been linked to Gemini, new deposit request has been initiated and screenshot has been uploaded, please let us know by replying to this email and we will follow up with Xfers for them to credit the funds into your Gemini account.

So I did what I was told and linked my DBS account to Gemini + sent the screenshot.

Within the day, I managed to receive the amount into my Gemini.

👍

Conclusion

While Gemini support took some time to get back, I was glad they were able to address my issues clearly. The steps were also simple enough to follow.

The customer service was also great.

At least this kuku incident gave me more confidence to continue using Gemini.

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