Crypto deposit not detected? Verify the chain before sending again
Compare the payment recorded on the blockchain with the deposit instructions saved for your existing order. Start with the actual transaction hash; a withdrawal request number or a wallet's sent label may not establish that the deposit was broadcast or received.
Reviewed September 10, 2026 · General guidance, not a promise of recovery
DIAGNOSIS FIRST
Identify what actually happened
Detection depends on matching the payment to the order. A successful transfer on the wrong chain, with another token contract or without a required memo can fail that match. A quote expiring after you send is also something to report; it does not erase a transfer already recorded on the blockchain.
SAFE NEXT ACTIONS
Work through the evidence in order
- 01Open the withdrawal details in the sending wallet or platform and find the blockchain transaction hash. If it only shows an internal withdrawal ID, ask that platform for the broadcast status and hash.
- 02Inspect the hash using the tools for the network actually used and record its result and confirmation information. A Monero explorer can show transaction inclusion, but cannot publicly verify the recipient or amount; use the sending wallet's record or transaction-specific payment evidence for those details.
- 03Compare the full recipient and actual amount with this order's deposit instructions, using wallet records or payment evidence for Monero. For a public token transfer, inspect the token-transfer entry: the transaction's main To field may identify a contract instead of the final recipient.
- 04For tokens, compare the contract or mint. Check any required memo or tag using the transaction or wallet record, as appropriate for the network. Record the actual values, even if they differ from the intended ones. Share Monero payment evidence only through private support, never your recovery phrase or spend key.
- 05If the payment matches and remains undetected after the order's stated requirements are met, contact official support with the evidence below. Report any mismatch or expired quote against the same order before sending again.
KEEP THIS EVIDENCE
- Order ID and the deposit network, address and amount originally displayed
- Deposit transaction hash and network explorer link where available; wallet record or payment evidence for Monero
- Actual recipient, amount, token contract or mint, and memo or tag where relevant
- Transaction result, confirmation information and the time the payment was sent
STOP BEFORE YOU DO THIS
- Do not send another deposit just to make the status change.
- Do not treat a withdrawal request ID as a blockchain transaction hash.
- Do not overwrite or discard details of the original order after creating a new quote.
- Keep private tracking links, wallet recovery phrases and private keys out of public posts.
SITUATION-SPECIFIC FAQ
Answers before you escalate
Open a ticketThe explorer cannot find my deposit hash. What should I check?
Confirm the actual network and that you copied a transaction hash rather than an internal withdrawal ID. Check the sending platform's broadcast status. A missing explorer result alone does not prove that the funds were lost or returned.
Why is the transaction's To address a token contract?
A token transfer can call a contract. Its decoded transfer details or token-transfer event identify the token recipient and amount. Compare those details with the order, rather than relying only on the transaction's top-level destination.
What if my quote expired after I sent the deposit?
Keep the original order ID and payment hash, then ask official support for the next step. Do not assume that a new quote applies to the payment already sent or that the deposit will automatically be returned.
CONNECTED REFERENCES