It's uncommon, but there are three situations worth knowing about.
1. A compliance review
If the wallet the funds came from has been exposed to questionable activity, an alert can be raised and the transaction reviewed before it completes. Depending on what the review finds, it may or may not be approved.
This applies to funds arriving from outside Enta. It doesn't change the fact that we can't reach into your wallet and spend or move what's already yours.
2. A network problem
In the rare event of a blockchain issue, our team steps in and resolves it manually. You don't need to do anything except let support know if a transfer hasn't landed.
3. An unsupported asset arrived
If someone sends an asset Enta doesn't support to one of your addresses, we try to return it — but that's a best-effort recovery, not a guarantee. Enta supports USD₮, XAU₮ and BTC.
What to do if something looks stuck
Copy the transaction hash from the transaction in Enta, or from the sender.
Look it up on a public block explorer using View On-Chain. That tells you whether it left the sending wallet at all, and whether it has confirmed.
Message support with the hash and the network. That's the difference between us finding it in a minute and asking you three follow-up questions.
If you sent to the wrong network
That's a different situation with a different answer — see Sent to the wrong network? What to do next.