Please reach out to your bank and confirm that the transfer was sent via wire (not ACH or bank transfer). Also, please confirm that you chose the same day wire option, instead of the next day or 3-day wire option.
The difference here is that the next day or 3-day option actually sends the wire via ACH (some banks are not very clear on this on their website, it’s a common misunderstanding), which will be rejected by our bank, as all ACH payments must be initiated through the Gemini platform.
If you did choose the next day or 3-day option, please note that these funds never hit our account and we do not have control over when they get rejected, however, it is safe to say that those funds should be back with you in 4-5 business days.
If you check back to your wire and see that the same-day option was chosen, please email email@example.com and provide us with a tracking number or federal reference number for the payment. We can have our bank track that payment down for you.
Note: If you are sending this as an international wire, another possible reason for delay is if the funds need to be processed through an FX desk at your bank, which can add another 1-2 days to the transfer time.